Applies to
Overview of Smartsheet support hours and resources
24 x7 global phone support
Phone support is limited to specific plan types and offerings. To see if your plan includes phone support, open the Smartsheet Application, and click Account > Plan Info.
If you are eligible for phone support, you'll see the phone numbers listed at the bottom of the Account Administration window.
Standard Support Package
The Standard Support Package includes continuous training with Smartsheet University eLearning and 24x7 Global Phone Support.
Learn more here.
Professional Support Package (Pro Support)
The Professional Support Package includes Smartsheet University eLearning, Community, one-on-one coaching sessions with Pro Desk, and 24x7 Global Phone Support. Learn more here.
Pro Desk
Pro Desk is a support resource that is included in the Professional Support Package. If your plan includes Pro Desk, you can schedule one-on-one coaching sessions with a Smartsheet expert at a time that’s convenient for you. Pro Desk sessions are available to schedule 24 hours a day, 5 days a week (excluding weekends and local major holidays).
To determine if your organization has purchased Pro Desk, please contact your Smartsheet System Administrator. Learn more here.
Technical Account Managers (TAM)
Get expert help when you need it. Smartsheet Technical Account Manager (TAM) is your named point of contact for escalations and incident management.Your Smartsheet TAM has first-hand knowledge and documentation of your unique implementation, and has established lines of communication into Smartsheet development and operations teams. Learn more here.
TAM Enhanced
TAM Enhanced includes all of the TAM offering and goes even further with process optimization, solution enhancements, lightweight solution builds and proactive solution monitoring. Our TAM Enhanced experts manage and optimize your mission critical solutions and build new lightweight solutions so that your organization can focus on driving business outcomes. Learn more here.
Continuous monitoring and status updates
The Smartsheet operations team monitors the service 24 hours a day, 7 days a week. To stay aware of critical issues, service outages, and planned maintenance for the Smartsheet app and its related services, please see the Smartsheet Status page. This resource is updated regularly—if you want immediate notification about issues or planned events, use the Sign Up for Automatic Updates capability on that page.
Additional support resources
You can find information in these self-service resources 24 hours a day: