Support

Need Assistance?

Upland Altify is here to help! We have a variety of online resources to help you find the information you need and a dedicated Technical Support team to help you resolve any issues or questions that are impeding your use of .

Upland Altify Community

The Upland Altify Community offers multiple resources to help you find the information you need, including:

  • Support ticket activity: Submit and manage your support tickets.
  • Knowledge Base: Read Articles on how to solve common problems, from configuration to troubleshooting issues
  • Release Information: Get product release notes and release timelines.

  • Forums: Start and reply to discussions with other users and customers.

Visit the Upland Altify Community.

Training

For training enquiries, please see Upland.com.

Technical support

The Technical Support team is dedicated to helping our customers succeed with their use of our products by providing timely resolutions to customer issues and questions that are impeding their use of products.

Contact Technical Support

When contacting Technical Support, you will need to provide your name, contact information, company account name, and as much technical detail that you can provide to clearly describe your question or issue. Attachments can be included when using the Community or email to request assistance.

  • Web: Manage cases and open new cases by clicking the Contact Support button in the Community.
  • Email: Send any support requests to altify-support@uplandsoftware.com.

Support hours

Standard support hours are 4:00 AM to 7:00 PM (U.S. Eastern Time), Monday-Friday. Support issues submitted after these hours will be addressed on the next business day.

After contacting Technical Support, what should I expect?

You will receive an email confirming your case has been created, along with the case number. Please use that case number when corresponding with Technical Support on any follow-up communications.

The following are our response times for each level of issue:

Priority Level Definitions Response Time Commitments
Urgent (Outage) Upland cloud service is unavailable. 1 hour (24 hours a day, 365 days a year)
  • Immediate and continuous.
  • Hourly status updates.
Urgent (Business Critical)
  • Production system defect that prevents business critical work from being done and no workaround exists.
  • Defect causes a material loss of data in the production system.
  • Security-related defect.
 1 business hour
  • Immediate and continuous effort to resolve the defect or provide a workaround.
  • Daily status updates until the defect is resolved or a workaround is provided.
High
  • Production system defect that prevents business critical work from being done and a workaround does exist.
  • Defect violates the material specifications in the documentation and impacts your organization's production system.
 4 business hours Upland will use reasonable efforts to resolve the defect as rapidly as practical, but no later than the next update after reproduction of the defect.
Normal All other defects 1 business day Defects will be addressed in Upland's normal update.