SumTotal Support

Online Support

For online support, Designated Support Contacts can submit a Technical Support Incident by logging into the SumTotal Support Center (above).

For information regarding ToolBook Support, please click here.

For Phoenix and Preference customers, you are welcome to submit incidents or contact Support Management by sending emails to contactsupport@sumtotalsystems.com. For additional support information concerning Phoenix or Preference, please click here.

Contact us via Email

For general inquiries or comments unrelated to support incidents, please submit your requests to contactsupport@sumtotalsystems.com .
(if you need to submit a support incident, please see the Online Support section above or contact us by telephone at one of the numbers listed below.)

To escalate an existing incident, or if you need to contact Support Management, please submit your request to supportescalations@sumtotalsystems.com .

For questions or comments about Knowledge Base articles, please submit your requests to kbadmin@sumtotalsystems.com .

Contact us via Telephone

For support via telephone, please call the phone number below associated with your geographic region:

Customer Support Services	ResultsOnDemand		All Other Products
	Standard	Premier	Standard	Premier
Office hours access to Customer Support
Number of Designated Support Contacts	2	4	2	4
Web-based Support
Designated Support Office
24 x 7 Knowledgebase access
24 x 5 Support for all Cases
24 x 7 Support for Priority-0 Cases
24 x 7 Support for Priority-1 Cases
Technical Account Manager (TAM)
Priority Case routing
Accelerated SLAs
Premier Account Status Report
Priority product and technical Case resolution
Releases and Service Packs
Hotfixes for Business-impacting Product Bugs
Major and Minor Releases
Service Packs and Maintenance Releases

Standard Support

Standard support is available to customers who have a current support agreement. SumTotal provides both easy-to use Web support and toll-free telephone support* to log a support request to the Support Center.

Premier Support

Premier Support, our highest level of technical support, offers personalized, proactive technical support. Premier Support is designed to help enterprise customers successfully manage e-learning systems created with SumTotal’s products.

Priority Levels

When a customer contacts SumTotal for assistance, the case is logged and the customer receives a reference number. The case is categorized by priority, based on the descriptions listed below. The customer is also able to assign the priority level to a case when submitting a case via the SumTotal eService Portal. SumTotal Customer Support will review the priority level chosen by the customer, and will adjust it as needed, based on the descriptions below and the business needs of the customer.

In partnering with you to establish a priority level for your case, it is our philosophy to match your sense of urgency.  Please note that Priority 0 is reserved for only Production Environment Outages where your Production Environment is completely down.

Designated Support Contacts

The number of Designated Support Contacts (DSCs) per customer is based on the level of support purchased. The DSCs may authorize changes to the contacts list and may also receive notifications from Customer Support such as announcements of service pack releases. If an unauthorized individual contacts SumTotal Support, they will be directed to one of your DSCs.  To change Designated Support Contacts, simply have an existing DSC submit a support request and indicate the change. Provide the new contact's name, title, email address and telephone number.

eService Case Management Portal

We offer the convenience of an eService Portal which enables Designated Support Contacts within your company to submit, view and add comments to Support Cases via the web. We trust you will find this a beneficial and efficient method to review your SumTotal Support activity and receive alerts when Support Cases are updated.  The DSC Guide to eService can be downloaded from this page and will help you to access, navigate and leverage the features of our online resources and support.

After-Hours Support

To receive support for critical production issues outside of our regular business hours, you must have purchased our Premier Support plan for 24 by 7 support or you must be a ResultsOnDemand customer.  Our regular business hours are 24 hours a day, Monday through Friday, with the exception of company observed holidays which are listed on the Support Phone and Email link.

If you are not eligible for after-hours support we will respond to your Support request or voicemail on the next business day.

Escalation Process

It is our goal to ensure you are 100% satisfied with your SumTotal experience. We welcome your feedback and want to ensure your success with our products. If there is anything we can do to improve your experience, please don’t hesitate to let us know.

If you have concerns with a specific Support Case and would like a Support Manager to engage, you may Escalate directly from your Support Case and you will be contacted within 4 hours.   If you have general feedback for Support or are simply unsure of where to go with a specific issue, you can e-mail us at contactsupport@sumtotalsystems.com.  This mailbox is monitored during all business hours.

Total University teaches you to leverage the SumTotal Suite effectively. With our classes you will:

• Be trained by the world’s foremost LMS and EPM business consultants. Our trainers maintain a customer satisfaction rating of 9.2 out of 10.
• Realize a faster return on investment.
• Receive a full range of hands-on training and education services.
• Leverage onsite and remote courses to ramp up your team.

Visit our course listing to learn how your team can benefit, or sign up today using our online course schedule. If you have any questions or need assistance registering please contact the Services Operations Coordinator at 650-930-4782.

ToolBook Training

ToolBook offers training that is specific to the individual product offerings as well as customized training to meet each of the customers learning needs. Our training consultants not only impart training on the basics of ToolBook but also provide you with the best practices, tricks and quick tips that will help you get the most out of ToolBook. ToolBook offers a wide range of flexible training opportunities at various levels both onsite and virtual.
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ToolBook Support

Get prompt responses to your questions and assistance with challenges while developing authoring projects. Our Support program ensures timely notification of product upgrades, service pack releases and other updates to ToolBook. Apart from the traditional support desk, get invited to our ToolBook web seminars that cover a wide variety of topics on ToolBook by subscribing to ToolBook Technical Support Services.
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Looking for articles on technical support topics? Search the comprehensive ToolBook KnowledgeBase
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