Whether it is troubleshooting your configurations, providing usability assistance, or supporting break fix support, Plex Support Services is standing by to help.
As a dedicated Plex responder, your assigned Support Services team member will be invested in your success. When you come to us for support with a technical issue, we help you find a quick resolution by leveraging other Plex team members and departments.
Asking for help is as easy as going to the Plex Community, where you can access informative articles and fellow Plex users and can submit a case to Plex support.
Plex Support Services has a “follow-the-sun” support model for various geographical locations and languages via our Support Portal. We currently support the following languages:
• Chinese (Mandarin and Simplified) • French (France) • German • Italian • Japanese • Portuguese (Portugal) • Slovak (Slovakia) • Spanish (Latin America) • Spanish (Spain)
PLEX.COM| 855.534.8012
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THE PLEX SMART MANUFACTURING PLATFORM
PLEX CUSTOMER
SUPPORT
What are my support options?
Support is available to you the moment you go live with Plex. The Silver Care plan is included with your Plex subscription and provides inclusive support during business hours as well as when critical situations arise. Premium support options include Gold and Platinum packages that furnish extra levels of support with a dedicated Technical Account Manager, faster response SLAs and mentoring sessions.
Get the Support You Need
Silver Gold Platinum
Engage with Plex support teams in ways that work for your needs and your budget.
Included with every Plex module
Designed for mid- to large-sized customers
Designed for mid-to large-sized customers with most demanding needs
Two Four Six
Authorized Support Contacts
Quarterly Monthly
Support Services Business Review
Reactive Proactive
Assigned Technical Account Manager
Plex Community with 24/7 Access to Online Cases 24/5 Case Support (24/7 for Critical Cases)
Exclusive Premium Community
Certified Platinum Support Team
Higher Standard Highest
Enhanced Ticket and Development Priority
Assigned Internal Advocate for Escalated Issues
One
Yearly Automation Fair Pass
PLEX.COM | 855.534.8012
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THE PLEX SMART MANUFACTURING PLATFORM
PLEX CUSTOMER
SUPPORT
How do I get access to the Plex community?
You can access the Plex Community through plexcustomercare.force.com with your existing Plex IAM credentials. Authorized contacts are able to log support cases via the community.
The Plex Community is always on 24 hours every day.
When Should I Call Plex Support Services?
Phone support:
(855-Plex-800 or 855-753-9800)
is limited to critical shipping or production issues (can’t ship / can’t produce) affecting all users, including unavailability and data integrity issues with no workaround available.
For a list of other case priority levels, please go to:
You can monitor Plex status via the Plex Community Known Incidents page. When you have a question or need help, just contact the Plex Community. Your peers and our support team are here for you throughout your journey as a Plex customer.