Effective Date: July 7, 2026
This Customer Support Policy describes how Persimmony International, Inc. ("Persimmony") provides support to our Customers, what support covers, and what we ask of Customers in return. It applies to every Customer with an active Persimmony contract. If your contract with us says something different about support, your contract wins.
A few terms used here — "Subscription Service," "User," "Documentation" — may be defined in your contract. If so, those definitions apply. Otherwise, they mean what they reasonably sound like in context. Response times, resolution times, and related service commitments are covered in Persimmony's Service Level Agreement.
Persimmony Support is here for whenever a User is stuck or uncertain about the platform — a workflow isn't working as expected, an error message is unclear, a feature isn't doing what was hoped, something is broken, or something just doesn't look right. The cause could be a defect in the platform, a misunderstanding about how a feature works, or a better path that hasn't been tried yet. Our job is to figure that out with you and get you moving again.
A good support interaction is short, direct, and ends with you knowing what happened and what to do — whether that means we ship a fix, you adjust your approach, or you walk away with a clearer understanding of the product.
Customers have several resources available when they need help, each designed for a different kind of question.
The Persimmony knowledge base is the fastest place to find answers to documented questions — how features work, common workflows, and recent changes. It is available at all times inside Persimmony Suite (the "Help Center"). For many questions, especially "how do I…" questions and configuration walkthroughs, the knowledge base will be the fastest route to an answer. It contains articles, screenshots, and video walkthroughs of most common issues.
Your IT or help desk is the right resource for issues with your own system — hardware, browsers, browser configuration, peripherals (keyboards, screens, etc.), single sign-on (SSO), two-factor authentication (2FA), network connectivity, and the like. These systems are not controlled by Persimmony, and your IT team is better positioned to resolve them.
Your internal Superusers are the right resource for questions about your own programs, workflows, and operational practices — case management practice, clinical protocols, eligibility rules, and how your organization chooses to use Persimmony day to day. Your team has more context here than ours does. We can show you how to record a case in the platform; we can't tell you how to run your program.
Persimmony Solutions is the right resource for onboarding, expanding usage (adding modules, programs, or Users), and broader conversations about how to get the most from the product. If you're planning a new use case or want guidance on best practices end-to-end, your Solutions contact is the right starting point.
Persimmony Support is the best place to go when something in the platform is confusing, unexpected, broken, or hard to figure out, and the knowledge base hasn't gotten you unstuck. The remainder of this document describes how Support works and how to get the most from it.
You can submit a support request at any time 24/7. The Support team is available Monday through Friday, 7:00 AM to 7:00 PM Central Time, excluding Persimmony-observed holidays. The Persimmony Suite and knowledge base remain available at all times.
Every response we give exists to move you toward resolution as quickly as we can. Sometimes resolution means a fix; sometimes it means showing you a path you didn't know existed; sometimes it means explaining why the system behaves the way it does. The response type depends on what's actually going on — but the goal is always the same: get you back to your work with a clear answer.
A few additional notes:
Response and resolution time commitments, priority level definitions (P1 through P4), and the scope of those commitments are set out in Persimmony's Service Level Agreement. Persimmony will assign a priority to each ticket in good faith based on the impact described.
The following are the most common categories of work that fall outside Support and require a different resource or a separate engagement:
Your internal team is the right resource for:
Persimmony Solutions is the right resource for:
A separate Order or Statement of Work is required for these. Check with your Site Administrator or Supervisor to see if they are available to you — they will be spelled out in your contract:
For Support to work well, we ask Customers to:
Be courteous. Persimmony's support team will treat every Customer with respect, and we expect the same. Persimmony reserves the right to decline service on tickets that include abusive, harassing, threatening, or discriminatory communication. Disagreement, frustration, and direct feedback are all welcome; mistreatment of our staff is not.
Be clear and complete. Provide the information described in Section 5 — what happened, how to reproduce it, what error appeared, who was affected. Vague tickets ("it's broken") slow down resolution times.
Use the right channel for the question. Section 3 describes the resources available for different kinds of questions. Tickets land best when they are for issues Persimmony Support is positioned to resolve.
Keep your environment current. Use Suite over any Legacy products wherever possible. Make sure your computer is updated and your browser is current.
Report incidents promptly. If you become aware of a security incident, data issue, or service disruption, report it through the support portal as soon as possible.
Persimmony may decline or defer support for any request where these responsibilities are not met.
Persimmony may update this Policy from time to time. Material changes will be communicated through the support portal or via email to the Customer's designated contact. Any such updates will not materially reduce the level of support during the Customer's then-current contract term. Service level commitments (uptime, response, and resolution targets) are governed by the Service Level Agreement and changed under its terms, not this Policy.