Support

Culture Foundry offers two levels of support for our clients. If you're not sure which level of support you have, please contact your Culture Foundry Engagement Manager. 

For Professional Service Level clients

For critical issues (defined as site downtime or loss of previously client-defined critical functionality), we will respond within 2 hours during busiiness hours (defined as 8am to 5pm PT each business day), and within 6 hours all other times.

The critical issue contact escalation path:

  • Contact your Engagement Manager
  • Email our support team at support@culturefoundry.com (and cc your Engagement Manager)
  • Call our support line at +1-850-900-2959

For non-critical / non-emergency issues:

  • Contact your Engagement Manager
  • If you don’t have one, contact us at hello@culturefoundry.com or call our main line at +1-206-487-3330

For Basic Service Level clients

For any issues (critical or non-critical), we will respond within 1 business day. 

  • Contact your Engagement Manager
  • If you don’t have one, contact us at hello@culturefoundry.com or call our main line at +1-206-487-3330

Note: The following U.S. holidays are not considered business days under either plan: New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Holiday (Thursday and Friday), Christmas Holiday (Dec 24th, 25th, 26th) and New Year's Eve