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Essential Support

Providing 24/5 support with real humans, community portal access, and industry-leading customer satisfaction metrics.

We believe that incredible work can’t be done without the help of others along the way, which is why we take Client Support very seriously. We’re in the empowerment business and it’s part of our responsibility to help you get the most out of our platform.

All SmartSimple clients have access to Essential Support as part of their annual subscription. We deliver that support 24 hours a day, 5 days a week (and 24/7 for critical issues) with real human beings ready to answer the phone, chat, or email.

Our well-trained and experienced technical team makes sure that you have all the knowledge and tools you need to fully utilize the robust functionality of SmartSimple Cloud.

All clients also have authenticated access to our community portal providing the ability to create, track and close out support tickets, provide feedback on our service, and communicate real-time with the support team. 

For clients that need assistance in providing technical support to its broader external community, SmartSimple offers optional Extended Community Support.

Our program

We provide round-the-clock technical support 24 hours a day, 5 days a week (7 days a week for critical issues).

You have access to live support during the following hours:

  • GMT: 11 pm Sunday–2 am Saturday
  • EST: 7 pm Sunday–9 pm Friday
  • CST: 6 pm Sunday–8 pm Friday
  • MST: 5 pm Sunday–7 pm Friday
  • PST: 4 pm Sunday–6 pm Friday
  • AEST: 9 am Monday–1 pm Saturday

We have an entire support team dedicated to getting your answers quicker. We’re available by phone, email, and live agent chat support.

Phone Support (Toll-Free): 866.239.0991


Net Promoter Score

We measure every interaction to ensure satisfaction using Net Promoter Score (NPS), a standard metric to gauge customer satisfaction. Consistently, we average an NPS of 68, putting us in the top tier for a software provider in any vertical.

Learn more about our Essential Support.