Vodori's support and guidance does not stop when you launch on Pepper Flow. Whether you need to make configuration changes or schedule an additional training session, Vodori is here to help. Depending on the help you need, you may work directly with your Customer Success Manager (CSM) or the Help Desk.
| Category | Examples | Point of Contact | Channel(s) |
| “How do I?” and “Can I?” questions | User has a question such as "How do I update reviewers on a job in progress?" or "How can I change my vote?" |
Self-Service or Help Desk |
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| “Help me” do this requests | User needs assistance compressing a video file | Help Desk | |
| Product bugs/issues | User is seeing an unexpected error message, having issues loading a job, or a feature is not working as expected | Help Desk | |
| Incident | An unplanned interruption to or loss of Pepper Cloud services | Help Desk or CSM |
|
| Integration or Connector bugs/issues | Company is experiencing an issue with a Pepper Flow integration or installed Connector | Help Desk CSM |
|
| Integration or Connector management | Company would like to submit a change request related to an integration or installed Connector | CSM | |
| Account management | Company would like to schedule a training session for some new users, purchase additional user licenses, inquire about contracts, discuss a new use case, or submit a feature request | CSM or Account Executive |
Email
Pro tip: For clarification on your configuration, you may also refer to your company Sandbox or configuration specification documentation. For permissions-related questions, you may review user group descriptions in User Management. |
| Configuration management | Company needs clarification on customer-specific configuration or would like to submit a configuration change request | CSM |
About our Help Desk
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The Help Desk is available 24/7, 365 days a year
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Live chat can be accessed in Pepper Flow by clicking the question mark in the main navigation bar and selecting "Live Chat" or in the Help Center by clicking the purple Support button in the lower right corner of the page
Service Level Agreements
For CSM inquiries, your CSM will provide a response within 48 US business hours. Service times vary by request. For Help Desk, a response from us is based on request priority:
- Business is halted: 4 hours
- Business is slowed down: 1 business day*
- Business is operating: 7 business days*
*US business hours
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