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Support Add-On

Basic Support

Premium Support



Email-Based Ticketing and Support Portal

Knowledge Base

Support Cases

Field Mapping Updates

Monthly Support Calls

Proactive Monitoring for Downtime, Troubleshooting, and Break-Fix Issues

Support SLA

Email-Based Ticketing and Support Portal 24/7 access to our support ticketing and support portal at This is a resource full of knowledge base articles, setup guides, and useful tips. Send a ticket to our support team at any time and they will get back to you during business hours or escalate your case to a developer for further assistance. 

Knowledge Base our ever-growing knowledge base of articles is a great resource for more learning and information about your integration. We regularly add to our knowledge base and most quick FAQs about how an integration operates can be found here. We routinely comb our knowledge base for accuracy and update articles accordingly. 

Support Cases ticket base support cases are a great way to solve issues ranging in priority. Whether you have a quick question about your integration or need further assistance with a complex issue, we can handle it all. To generate a support case simply login to your support dashboard at and send us a ticket! 

Premium Support Features

Faster Response Time Gain faster response times for all your integration products and even proactive monitoring. Catch outages and errors early and often. Gain access to best-in-class integration and automation technology hands-free while our support team takes care of the rest. 

Response Times




Urgent - No records are syncing (integration is down)

2 hours

1 hour

High - Partial sync of data, but not all records. If this affects a business's ability to process transactions and execute everyday business operations, this is a high priority.

4 hours

2 hours

Medium - Records are syncing, but some data points (fields) on records are not syncing, which affects insight/visibility of record details for users.

8 hours

4 hours

Low - Field mapping changes/additions, questions, and expansions

24 hours

8 hours 

Field Mapping Updates Our support team can manage your integration and create new field mappings. Simply log a support ticket at and we will manage the rest. With this feature, you no longer have to stress about managing your integration yourself. 

Monthly Support Calls Optional 30-minute monthly support call with our team of integration experts to help you manage, optimize, and improve on your integration. Additional support calls can be purchased if necessary. 

Proactive Monitoring Our team of integration experts will proactively monitor your integration for downtime and help you optimize and improve on performance. Keeping your integration running effectively is our top priority. This premium support add-on is a must for anyone that wants the most out of their SyncSmart integration.