Below is a list of common questions about Orchestra support and answers to follow them.
Q: What is the best way to contact Orchestra Support/submit a request?
A: All Support requests should be initiated through Zendesk, our support ticketing system. For information on how to access Zendesk, please click the following link:
Q: What options does Support have in responding to my requests?
A: Support will respond to your request either via Zendesk (email) or via telephone/Go To Meeting call.
Most Support requests will be responded to via the same Zendesk portal. When a response is given, you'll receive an email notifying you of the response.
For those requests that require additional discussion, the support team member may reach out to you via telephone or set up a Go To Meeting to discuss/share screens to further explain.
There is currently not an option for chat based responses from Support.
Q: What is the standard response time for Support?
A: Support responds to all requests ASAP. The first response is typically within an hour or two. Resolution times vary depending on the difficulty of the question and the number of open tickets. Support also considers the severity/urgency of the request in order to prioritize their responses.
Q: What are the hours of operations for Support?
A: Support hours are 6:00 am – 5:00 pm Monday-Friday Pacific Standard Time. For off hour emergency support, i.e. connection issues, please call 877-683-2648 and follow the prompts to reach a tech. If this is a non-emergency that can wait until business hours, please submit a support request and a tech will assist you during business hours. Please note, our “off-hour support” at a rate of $200 per hour, billed in 15 minute increments, with a minimum of 30 minutes.