Welcome to the ThoughtFarmer Helpdesk!
Submit a Support Request here if you need to talk to a ThoughtFarmer Support Specialist. Or, submit a request via email by contacting firstname.lastname@example.org.
Looking to connect with fellow intranet managers, consult our documentation, read up on ThoughtFarmer best practices or post a feature idea? Visit our ThoughtFarmer Community!
ThoughtFarmer Coverage & SLA
Hours of Coverage
Support is available from 8:00 A.M. to 4:00 P.M. Monday through Friday, Pacific Time (UTC-8), excluding statutory holidays in British Columbia, Canada. Support line during regular hours 1-888-694-3999 (Option 3)
24×7 Emergency Coverage
If your company has purchased Emergency 24×7 Telephone Support Line, twenty-four hours, seven days a week support is available via the Emergency 24×7 Telephone Support Line: 1-888-694-3999 or +1-604-566-8300 (Option 4).
Service Level Agreement
At ThoughtFarmer we are committed to responding to your questions and issues in a timely manner. Our response times are often better than the maximums listed below.
- Catastrophic product or module failures that do not have a viable detour or workaround available are considered emergency priorities.
- Response within 4 business hours.
- Problems that have been substantiated as a serious inconvenience to Licensee due to issues or features of the product preventing normal operations.
- Response within 2 business days.
- All other non-critical problems which Licensee can easily avoid or detour for which there is no urgency for a resolution.
- As time permits, or for inclusion in the next scheduled update to the Licensed Product. OpenRoad will use reasonable efforts to inform Customer within 4 days of its intentions.