Our Commitment
At Senior Simon, we believe technology should make communication easier, not harder. Our support team is here to ensure your organization has a reliable, positive experience using the Senior Simon platform. We offer unlimited support and take a partnership-driven approach to helping you succeed.
Our goal is to provide timely, thoughtful assistance while setting clear expectations around how support is delivered.
Support Channels
We offer multiple ways to reach our support team. For the fastest response, we recommend
contacting us in the following order:
1.Website Support Form
Submitting a request through our website allows us to quickly route and track your
request.
2.Email Support
You may email us anytime at support@seniorsimon.com.
3.Phone Support
Phone support is available during business hours and is best used for urgent or complex issues. Our support phone number is 248-266-1270
** Support Hours**
Senior Simon support is available during the following hours:
Monday–Friday
8:00 AM – 6:00 PM Eastern Time
We observe U.S. federal holidays and may be closed on additional holidays from time to time. Messages sent outside of support hours, including evenings, weekends, and holidays, will be reviewed on the next business day.
While our official support hours are Monday through Friday, incoming support requests may be monitored outside of business hours, including weekends, and we will do our best to respond when needed.
Response Time
We guarantee an initial response to all support requests within 24 business hours.
A response means your request has been acknowledged, reviewed, and triaged by our team. While many issues are resolved quickly, some may require additional investigation or follow-up. In those cases, we will communicate clearly and keep you informed of next steps.
Urgent issues are prioritized and addressed as quickly as possible.
What “Unlimited Support” Means
Unlimited support includes assistance with:
- Platform questions and how-to guidance
- Troubleshooting technical issues
- Account configuration and setup questions
- Best practices for using Senior Simon effectively
- General product feedback and questions
Our support team is focused on helping your organization use Senior Simon successfully and
confidently.
Urgent Issues
Urgent issues typically include:
- Platform outages or system-wide access issues
- Problems that prevent multiple users from accessing or using the platform
- Critical functionality not working as intended
For urgent issues, we recommend contacting us by phone during business hours so we can respond as quickly as possible. While our official support hours are Monday through Friday, other support channels are monitored on weekends, and we will do our best to respond quickly when needed.
Onboarding vs. Ongoing Support
Initial onboarding and rollout support may include additional hands-on guidance to help your organization get started successfully. Ongoing support focuses on assisting with questions, troubleshooting, and best practice guidance as you continue using the platform.
How to Get the Fastest Support
To help us resolve issues efficiently, we recommend:
- Providing a clear description of the issue
- Including screenshots or examples when possible
- Identifying a primary point of contact within your organization
These steps allow our team to respond faster and more accurately.
Our Approach
Senior Simon support is designed to be responsive, respectful, and human. We view support as an extension of our partnership with your organization and are committed to delivering a dependable experience for your team and residents.
If you ever have feedback about your support experience, we want to hear it.