Your success is our success. The Handshake Customer Success organization is dedicated to maximizing the value of your Handshake subscription by keeping you connected to your sales reps and customers and your orders flowing every minute of everyday. All Handshake subscriptions include a level of support that makes it easy to access our elite support specialists for fast answers and technical assistance
Handshake Support Services
|24x7 Help Center Access||✔||✔||✔|
|24x7 Knowledge Base Access||✔||✔||✔|
|Web Case Submission||✔||✔||✔|
|Phone Case Submission||✔||✔|
|Live Chat Support||✔||✔||✔|
|Screen Share Support||✔||✔||✔|
|Priority Case Routing||✔||✔|
|Assigned Support Specialist||✔|
|Authorized Support Contacts||1||4||6|
|Coverage Hours: 9AM-6PM EST (M-F)||✔||✔||✔|
About Support Services
24x7 Help Center Access: On-demand access to the Handshake Help Center for support request submissions and and case status updates.
24x7 Knowledge Base Access: Continuous access to the Handshake Knowledge Base to review articles, guides, and videos.
Web Case Submission: Create support cases, at any time, through the Handshake Help Center. Requests are routed to support specialists for response within targeted times.
Phone Case Submission: Speak directly to our experts for new case submissions to help make them immediately aware of issues and provide additional details.
Live Chat Support: Open an online chat for real-time discussions with Handshake Support Specialists. During the session, support specialists will help answer questions, resolve issues, provide Handshake Knowledge Base resources, and create cases.
Screen Share Support: Accelerate case resolution by enabling Handshake Support Specialists to not only see issues as you see them, but also the impact of recommended solutions.
Priority Case Routing & Monitoring: Expedited handling and priority routing of submitted cases.
Assigned Support Specialists: Designated Handshake Support Specialist on case from start to finish to ensure continuity of service, proactive monitoring, and prompt resolution of issues.
Authorized Support Contacts: Assigned, trained contacts in your company who are authorized to submit cases and work directly with our experts toward resolution.
Coverage Hours: Handshake support professionals are available from 9AM-6PM EST, Monday-Friday and are on call after hours to ensure response is within targeted issue severity timeframes.
Targeted Initial Response Times
|Priority Level 1 (P1)||2 Hours||1 Hour||1 Hour|
|Priority Level 2 (P2)||6 Hours||4 Hours||4 Hours|
|Priority Level 3 (P3)||2 Business Days||8 Hours||8 Hours|
Priority Level Descriptions
P1: Production outage - production system, application, or critical feature/function is down effecting all users.
P2: Production impaired - a major feature or function is persistently not working correctly and is blocking full use of Handshake for many users, but order writing and other features/functions are operational.
P3: Minor issue - a secondary issue is impacting usability of the system for some users, but a workaround is available and major features/functions are working correctly.