Sales/Support Hours

edited 12/09/19 in Smartsheet Basics

I am growing increasingly frustrated with not being able to get in touch with help early in the morning (east coast).  What are the hours that sales and support work?  I can't find it posted on the website anywhere.  Having to wait until midday to get a hold of anyone is really a pain and causing delays for my organization. 



  • Chris McKay
    Chris McKay ✭✭✭✭✭✭
    edited 06/18/18

    I'm in Australia and feel your pain. After being locked out of our Smartsheet Control Center instance, I spoke to someone on the International Support phone number at the beginning of our workday. I was told they worked APAC time and would come back to me shortly after raising the issue with their tier 3 team.

    It's now 8 hours later and no call back, so even though I'm the Program Lead (i.e. the person with the greatest access), I've been locked out of our PPM tool for a whole business day. The number support number has been going to voicemail for the past 6 hours too, so it looks like I only have an hour or so in the morning to raise any issues otherwise they'll carry over to the following day.

    Not good enough for an enterprise application and support agreement.

  • J. Craig Williams
    J. Craig Williams ✭✭✭✭✭✭

    It is disappointing that no one from Smartsheet answered this.