How to Get Support from Symphony Core
This page covers how to reach the Symphony Core team when you need help — what address to use, what to include, how fast to expect a response, and what falls outside support.
1. The Address to Use
Send all support requests to [email protected].
This is our monitored support inbox. Emails sent here are visible to multiple team members, get logged against your account, and are picked up faster than any other route.
If you have an existing email thread with someone on our team, you are welcome to keep that thread going for the same topic. For anything new — a new question, a new issue, a new request — please start a fresh email to [email protected] rather than replying to an old thread.
2. What to Include in Your Request
You do not need a template. A clear sentence about what you are trying to do, plus what is happening instead, is usually enough. If you can include any of the following, it speeds things up:
- The name of the contact, deal, workflow, or page you are looking at
- A screenshot if something looks visually wrong
- Approximate time the issue happened (so we can correlate with logs)
- What you have already tried, if anything
If your request is about a specific person in your CRM (for example, a contact whose automation is not firing), include their name or email address — we can find them faster that way.
3. What Happens After You Email
- Your email lands in our shared support inbox
- The first available team member acknowledges receipt
- The team triages the request: simple questions are answered directly, more involved issues are escalated to a senior team member
- We respond either with a solution, a follow-up question, or a clear timeline if the work will take longer than a same-day turnaround
- Once the issue is resolved, the email thread serves as the record — no separate ticket number to track
4. Response Times
| Type of Request | Initial Acknowledgment | Typical Resolution |
|---|---|---|
| How-to question | Within one business day in your time zone | Same business day |
| Configuration change | Within one business day in your time zone | One to two business days |
| Workflow / automation issue | Within one business day in your time zone | Two to three business days, longer if it depends on a third-party platform |
| Billing or contract question | Within one business day in your time zone | Routed directly to your account lead |
Acknowledgment windows are measured in your local time zone, Monday through Friday. Same-day responses are common for straightforward questions, but please do not expect them as a guarantee — give us a full business day before following up.
Emergency Exception
If your live, customer-facing surface is broken — examples below — we treat the request as an emergency and acknowledge it the same day, regardless of business hours, weekend, or holiday. Resolution time still depends on the issue and the systems involved, but the acknowledgment commitment is unconditional.
What qualifies as an emergency:
- Your website is down or showing a critical error to visitors
- Your payment/checkout is failing for live customers
- A lead form on your site is silently not delivering submissions
- Your scheduling or booking page is unreachable
- An automated outbound (review responses, appointment reminders) is sending the wrong message to live customers in real time
To flag an emergency, email [email protected] with "URGENT -
What doesn't qualify (handled in normal business hours):
- A question about an automation that doesn't yet exist or isn't yet built
- A request for a configuration change that doesn't affect a live surface today
- A bug in a draft / staging environment
- A change request or new-service scope question
5. When to Call Instead
Email is the preferred channel for almost everything because it creates a written record both sides can refer back to.
Call us only if:
- The issue is genuinely time-sensitive and affects live customer-facing operations (for example, your automated review responses are sending the wrong message to live customers right now)
- You have already emailed
[email protected]and need to flag that the issue has become more urgent
Phone: +1 (475) 244-9646
For routine questions, calling is usually slower than email — the person who answers will often need to look up your account before they can help, while an email goes straight to the team that already has context.
6. What Support Covers
Your service plan with Symphony Core includes support for:
- Day-to-day questions about using the platform (
app.symphonycore.com) - Workflow and automation troubleshooting on configurations we built or maintain for you
- Sub-account configuration changes (adding users, updating contact details, adjusting tags or pipelines)
- Reporting questions — what a number means, why it changed, where to find it
- Integration questions for connections we set up (Google Business Profile, Stripe, calendar sync, etc.)
- Documentation and how-to guides on request
7. What Is Outside Support
Some categories are best handled separately so the right person sees them first time:
| Topic | Better Route |
|---|---|
| Billing or invoice question | Email [email protected] and we will route it to billing the same day |
| New service or scope expansion | Reply to your account lead's most recent email, or include "new request" in the subject line to [email protected] |
| Press, partnerships, or vendor inquiries | [email protected] |
| Suspected security issue | [email protected] with "security" in the subject line — we treat these as priority |
| Account cancellation | Email your account lead directly so we can hand off cleanly |
For any topic above, [email protected] will get you to the right person — you do not need to know the internal routing.
8. Frequently Asked Questions
Q. Do I get a ticket number when I email support? Not at the moment. The email thread itself is the record. If we move to a ticketing system in the future, you will see a ticket number in the acknowledgment email.
Q. Can I cc my colleague on a support email? Yes. Anyone you cc will be included on our reply. Note that for security-sensitive changes (password resets, sub-account access changes), we may ask for confirmation from the primary account contact before acting.
Q. What if I emailed someone on the team directly instead of [email protected]?
That works for ongoing conversations. For new requests, please write to [email protected] so it is visible to the full team and not blocked if one person is unavailable.
Q. What are your support hours? We work weekdays across two time zones — US Eastern and India Standard — so most requests get a first response within one business day of your time zone. We don't run a 24/7 desk; weekend and overnight replies happen but aren't guaranteed. The exception is the Emergency Exception above — if your live customer-facing surface is broken, we acknowledge same-day regardless of when it happens.
Q. Can I get support over chat or text message? Not currently. Email is the supported channel; phone is the urgent fallback.
Q. I have not received a response. What should I do? Reply to the original thread with a brief follow-up. If more than two full business days have passed with no acknowledgment at all, please call so we can confirm the original email reached us.
Key Takeaways
- All support requests go to
[email protected] - Acknowledgment usually within one business day; same-day on simple questions
- Phone (
+1 475-244-9646) is the urgent fallback, not the routine channel - Email creates the record — both you and we can refer back to the thread
- For anything outside the categories above, email anyway and we will route it