Vodori's support and guidance does not stop when you launch on Pepper Flow. Whether you need to talk about your contract, make configuration changes, or get help, the Vodori team is on your side. Use the table below to determine the best channel based on the support you need.
| Category | Examples | Point of Contact | Channel(s) |
| Basic product 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 |
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| Advanced product questions and requests for service | User has a question not covered by self-service content or needs assistance transferring the Content Owner on a batch of content | Support Team |
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| Product bugs/issues | User is seeing an unexpected error message, having issues loading a job, or a feature is not working as expected | ||
| Incident |
An unplanned interruption to or loss of Pepper Cloud services You believe your login credentials have been compromised or your system has been subject to a breach |
||
| Integration or Connector bugs/issues | An issue with a Pepper Flow integration or installed Connector | ||
| Integration or Connector management | Change request related to an integration or installed Connector | Support Team |
Email support@vodori.com or use Configuration Change Request form
|
| Configuration management | Customer is seeking clarification on customer-specific configuration or would like to submit a change request related to the configuration of Pepper Flow or Pepper Folio | ||
| SSO maintenance | Changes to SSO provider, maintenance like periodic secret updates | Support Team |
Email support@vodori.com |
| Account management | Purchase additional user licenses, discuss changing tiers or purchasing additional products, general contract/invoicing inquiries | Account Manager |
Email dedicated Account Manager or Customer Success Manager
For customers without a dedicated CSM, email csm@vodori.com |
| Customer success management | Schedule a training session, discuss renewal, discuss a new use case or need, discuss performance metrics, discuss upgrade | CSM |
About our Support Team
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The Support Team 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
A response from the Support Team 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
Configuration change SLAs are based on complexity. Once requirements are approved, configuration changes are made within 3 to 10 business days.
For CSM inquiries, your CSM will provide a response within 48 US business hours. Service times vary by request.
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