Customer Support

How Can We Help You

When you call or create a support ticket, we will help you with:

  • Questions about installation, configuration and integration of supported versions of Telligent products into your environment
  • Questions about installation, configuration or any problems with any support-issued hot fix
  • Product performance issues, as long as you have made no unsupported customizations

If you want to add new features or enhance existing features, you must use the Telligent Platform APIs. No other custom development is supported, but you can join our Developer Space to collaborate with other developers.

Review our Maintenance and Support Policy (PDF) and associated definitions (PDF) for more detailed information.

When We're Available

The Telligent customer support team is here Monday through Friday between 8 a.m. and 6 p.m. Central (GMT-6), except on these holidays:

  • New Year's Day (or nearest weekday)
  • President's Day
  • Good Friday
  • Memorial Day
  • United States Independence Day (or nearest weekday)
  • Labor Day
  • Thanksgiving Day
  • Friday after Thanksgiving
  • Christmas Eve (or nearest weekday)
  • Christmas Day (or nearest weekday) 

Our Commitment

If you find a problem with your Telligent product as a paying, licensed customer and report it by calling our support line or opening a support ticket, we will assign a severity based on the effect the problem has on your community. Based on this severity, the chart below shows the initial response time and workaround or hot fix delivery time:

Category Initial response Workaround (initial recovery) Fix
75% 99% 75% 99%

Severity 1

30 minutes 4 hours 24 hours 3 days 7 days
Severity 2 2 hours 24 hours 2 days 5 days 15 days
Severity 3 4 hours 5 days 10 days 30 days 45 days
Severity 4 45 days 60 days
Severity 5 60 days 120 days
How to Report a Problem

When you call us with your problem or open a support ticket, please provide us with as many details about the problem as possible so we can quickly troubleshoot.

  1. Site URL
  2. Product and version
  3. Build number
  4. User name for site
  5. Operating system
  6. Browser type and version
  7. Type of problem
    1. Installation
    2. Upgrade
    3. Configuration
    4. Groups
    5. Membership
    6. Content application (blog, forum, wiki, file gallery)
  8. Steps to reproduce