We understand that a digital workplace is an investment. That’s why we build partnerships with our customers, providing ongoing support to drive value and ROI well beyond launch — because we believe that support is the key to success. With Igloo Support, you’ll benefit from:
Expertise
Before, during, and after launch, you’ll be in good hands with our highly knowledgeable and committed technical support team.
Packages
We offer best-in-class response times and up to 24/7 support, with optional add-ons, to ensure you get the help your business needs.
Resources
Each support package includes access to the industry’s best self-service knowledge base and our Digital Workplace Playbook.
Support Team
What you can expect from our technical support team
We work hard to make sure you’ve got the support you need. Depending on your support package, you’ll have access to:
In-house experts
Our support team works alongside our development team. And with that close proximity comes the ability to transfer knowledge, solve issues, and build expertise between teams.
Designated Technical Account Managers (TAMs)
Igloo TAMs proactively monitor open tickets, lead bi-weekly reviews, and manage escalations. They’ll also act as a technical liaison to gather your feedback and champion your needs and goals internally at Igloo.
Developer support
We provide this type of support for customers who choose to build, deploy, and maintain their own custom applications, integrations, themes, and workflow automations.
Resources
Access the tools and support you need for success
Our Customer Care community helps you get the most out of your digital workplace. In our Support Center, you’ll find:
Choose the support that's right for you
We offer packages tailored to the level of support your organization needs. No matter your ambitions, there’s a package that’s right for you, and a team of Igloo’s award-winning support experts standing by to help you achieve your goals.
Support Packages
Support for Igloo Flex customers
Uniting your entire organization is a challenge that’s easier with help. Igloo Flex support empowers frontline-heavy organizations to get the most out of the platform and the teams who use it—no matter where or how they work.
Essential Support
- Maximum 1 business day response time to incident reports
- Unlimited incident reporting
- 2 named support contacts
- Customer Care access
- Email incident reporting
- Ticket tracking
Advanced Support
- Maximum 4 hour response time to incident reports
- Unlimited incident reporting
- 4 named support contacts
- Customer Care access
- Email incident reporting
- Ticket tracking
+
- After-hours on-call support
- Dedicated customer room
Support for all other customers
Our existing Igloo platform has been the foundation for success among forward-thinking businesses since 2008, and the accompanying support is a big part of that impact. See the difference Igloo support can make.
Bronze Support
- Maximum 5 business days response time to incident reports
- 5/month incident reporting
- 1 named support contact
- Customer Care access
- Unlimited access to Igloo University
Free for all users
Silver Support
- Maximum 1 business day response time to incident reports
- Unlimited incident reporting
- 2 named support contacts
- Customer Care access
- Unlimited access to Igloo University
+
- Email incident reporting
- Third-party authentication
- Igloo Preview Program
- Ticket tracking
Gold Support
- Maximum 4 hour response time to incident reports
- Unlimited incident reporting
- 4 named support contacts
- Customer Care access
- Unlimited access to Igloo University
+
- Email incident reporting
- Third-party authentication
- Igloo Preview Program
- Ticket tracking
+
- After-hours on-call support
- Developer Support
- Igloo Beta Program
- Dedicated customer room
Platinum Support
- Maximum 1 hour response time to incident reports
- Unlimited incident reporting
- 8 named support contacts
- Customer Care access
- Unlimited access to Igloo University
+
- Email incident reporting
- Third-party authentication
- Igloo Preview Program
- Ticket tracking
+
- After-hours on-call support
- Developer Support
- Igloo Beta Program
- Dedicated customer room
+
- Group support contact
Optional Add-ons
Developer Support Included with Gold and Platinum
Get access to Igloo Developer Experts who will support you through building, deploying, and maintaining your custom-built applications, integrations, themes, and workflow automations, as well as the use of Igloo APIs and tooling.
Dedicated Technical Account Manager
Igloo TAMs proactively monitor open tickets, lead bi-weekly reviews, and manage escalations. They’ll also act as a technical liaison to gather your feedback and champion your needs and goals internally at Igloo.
“Igloo support is probably the best I've received from any software vendor. Our team enjoys working with your team!”
Värde Partners
