Multi-Language, Global Support for Both Suppliers & Users
In today’s interconnected economy, your supplier management platform shouldn't sleep. Graphite Connect provides a world-class support ecosystem designed to ensure that both your internal procurement teams and your global supplier base have the resources they need to move at the speed of business.
Global Coverage. Local Presence.
While competitors often rely on rigid, automated ticketing for global users, Graphite Connect blends AI-driven self-service with localized human expertise. Our support infrastructure is built to handle the complexities of global trade, from regulatory tax requirements in EMEA to banking validations in APAC.
Key Support Capabilities
Support Hours
24/7 Multi-regional Support (Global Business Hours)
Core Languages
English, Spanish, Chinese, Japanese, and Portuguese
System Locales
Support for 19+ languages including French, German, Korean, and Hindi
Global Reach
Dedicated regional lines for US, UK, France, Germany, Mexico, Brazil, Australia, and India
Global Regional Contact Locator
- North America: +1 (385) 484-8741 (USA/Canada)
- Europe: +44 20 3885 2569 (UK) | +49 0800 1812378 (Germany)
- Asia Pacific: +61 2 9052 4949 (Australia) | +91 11 7127 9243 (India)
- Latin America: +52 55 4169 6838 (Mexico) | +55 11 4673-2227 (Brazil)
Support Channels Built for Speed
We provide multiple touchpoints to ensure issues are resolved within our industry-leading SLA targets.
Regional Phone Support: Direct access to support specialists via localized numbers in 10+ countries, ensuring you never have to navigate international dialing codes for help.
In-App Help Center: A robust, searchable knowledge base featuring step-by-step guides for both buyers and suppliers to accelerate onboarding.
Proactive Issue Resolution: Our "Critical Severity" response protocols ensure that platform-wide issues are acknowledged and escalated to executive teams immediately.
Supplier Success is Your Success. Unlike legacy SIM portals that create friction for vendors, Graphite Connect provides live support to help your suppliers complete their profiles, verify their identities, and stay compliant—reducing your team’s manual follow-up by up to 98%.
Managed Services & Technical Excellence
Beyond basic troubleshooting, Graphite offers deep technical partnership modeled after the highest tier of Enterprise Success Plans.
01
Implementation & Integration Support
Earn internal recognition by identifying non-compliant vendors or contract renegotiation opportunities and driving better business results.
02
Manage non-responsive suppliers
Send mass reminders to suppliers and vendors who have gone cold or gotten stuck in your pipeline.
03
Drive internal approvals
Identify approval bottlenecks easily & unblock them with task assignments and reminders.
Frequently Asked Questions (FAQs)
What support hours does Graphite Connect offer?
Graphite Connect provides 24/7 multi-regional support during global business hours. Our teams are distributed across North America, EMEA, and APAC to ensure coverage no matter your time zone.
What languages does Graphite Connect support?
Our support team provides live assistance in English, Spanish, Chinese, Japanese, and Portuguese. The platform itself supports 19+ system locales including French, German, Korean, Hindi, and more.
How do I contact Graphite Connect support?
You can reach us through regional phone support with dedicated lines in 10+ countries, our in-app help center, or by contacting your dedicated Customer Success Manager (Enterprise plans). No navigating international dialing codes — we have local numbers for the US, UK, France, Germany, Mexico, Brazil, Australia, and India.
Does Graphite Connect provide support for my suppliers?
Yes. Unlike legacy portals that leave suppliers on their own, Graphite Connect provides live support to help your suppliers complete profiles, verify identities, and stay compliant — reducing your team's manual follow-up by up to 98%.
What are Graphite Connect's SLA response times?
Graphite Connect's SLA guarantees a meaningful resolution within 24 hours for all customers. For organizations that need faster turnaround, a 12-hour resolution window is available as an optional upgrade. Critical severity issues are immediately acknowledged and escalated to executive teams.
Does Graphite Connect offer implementation and integration support?
Yes. We provide deep technical partnership for implementation, ERP integrations (SAP, Oracle, Workday, NetSuite, and 50+ others), and ongoing configuration support — modeled after the highest tier of enterprise success plans.
Is there a self-service knowledge base?
Yes. Our Knowledge Center includes a searchable knowledge base with step-by-step guides for both buyers and suppliers, a video library, a certification program, and live webinars to help your team get up to speed fast.
What is a dedicated Customer Success Manager?
Enterprise customers are assigned a dedicated CSM who provides strategic guidance, quarterly business reviews (QBRs), and proactive issue resolution tailored to your organization's goals.
How does Graphite Connect handle non-responsive suppliers?
Our platform lets you send mass reminders to suppliers who have gone cold or gotten stuck in your pipeline. Support teams can also assist with escalation workflows and approval bottleneck resolution.
What security certifications does Graphite Connect hold?
Graphite Connect is ISO 27001 certified and holds SOC 1 Type I, SOC 2 Type II, and PCI certifications. We use AES-256 encryption with TLS 1.3, conduct quarterly penetration testing, and maintain 99.9% platform uptime.
