Purpose: This is your complete roadmap for using Symphony. It shows you the steps to register, gain active access, and find the correct guides for your daily work.

Table of Contents

• Before You Start
• Steps

1. Confirm Your Prerequisites and Portal

2. Register, Authenticate, and Activate

3. Start Your Workflow

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts and have the correct items ready:

• SAM Data: You must have an active SAM.gov record. Symphony uses this data to validate your UEI, CAGE code, and Points of Contact.
• Correct Website: You must register and sign in at the exact website URL for your specific contract vehicle (e.g., Polaris, OASIS+).
• MFA Readiness: You will need an Authenticator App or a cell phone for Multi-Factor Authentication (MFA) setup.

Steps

1. Confirm Your Prerequisites and Portal

The first step is verifying your company data and finding the correct portal.

1. Check the data elements your organization needs for your account.
   • Reference: Understand Your SAM and Symphony Access
2. Locate the correct website URL for your solicitation or contract vehicle.
3. Review your role's specific requirements (e.g., unique Alliant 3 rules or portal distinction).
     

The Symphony home page with contract vehicle logos, where users identify the portal.

2. Register, Authenticate, and Activate

After finding your portal, follow these steps to create your account and gain full access.

1. Complete the registration process based on your organizational role.
   • Reference: Register Your Symphony Business Account 
     or Register Your Symphony Government Account
2. Set up your Multi-Factor Authentication (MFA) right away.
   • Reference: Set Up and Use Multi-Factor Authentication (MFA)
3. After you register, your administrator must approve your account before activation.
   • Reference: Manage Your Symphony Sign-In and Account Activation
           

Diagram illustrating the Symphony access process: registration → MFA setup → activation.

3. Start Your Workflow

Once your account is active, use this workflow to find the guides you need. These cover your day-to-day tasks, such as building assets or submitting proposals.

1. If you are preparing a bid (Offeror):
   1. Start by setting up your company assets: Use the My Company Component.
   2. Review the final bidding process: Assemble and Submit Your Proposal.
        
2. If you are a Contract Holder (Post-Award):
   1. Monitor tasks and manage your contract: Manage Your Awarded Contract.
   2. Track active opportunities: Manage Orders, Q&A, and Bids (Contract Holders).

Dashboard with the My Company and Solicitations icons highlighted for navigation.

Troubleshooting

Related Articles / Links

• Submit a Ticket to the Symphony Help Desk—General Support
• Discover the Symphony Platform and Developer—Platform Context
• Assemble and Submit Your Proposal—Industry Partner's main workflow
• Manage Your Awarded Contract—Contract Holder's main workflow

Definition of Terms

Purpose: This guide helps you find your contract website. It explains why SAM.gov data (UEI, CAGE, POC) is required for your registration.

Table of Contents

• Before You Start
• Steps

1. Select the Correct Contract Website

2. Verify Your Required SAM Data 

3. Understand the SAM POC Role

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts about the System for Award Management (SAM):

• An entity must have an Active record in SAM.gov to be registered in Symphony. An "ID assigned" status is not acceptable.
• Symphony uses the SAM.gov Unique Entity Identifier (UEI) and Commercial and Government Entity (CAGE) code to validate your organization's eligibility.
• Only the SAM.gov Points of Contact (POCs) are considered trusted company representatives (Administrators).

Steps

1. Select the Correct Contract Website

You must use the exact website link for your contract vehicle. If you use the wrong site, your administrator cannot find you to activate your account.

2. Verify Your Required SAM Data

During registration, Symphony needs specific identifiers to validate your organization.

• Provide the SAM.gov UEI for the company that will be the prime contractor or award recipient.
• If your UEI has more than one CAGE code, you must include the correct CAGE code.
• During registration, review the name and address retrieved from SAM to ensure accuracy.
• You can check your SAM data, including Points of Contact, by using the SEARCH feature directly on SAM.gov.

SAM Data tab in My Company where users can confirm their UEI, CAGE, and address information.

3. Understand the SAM POC Role

The POCs listed in SAM are crucial for granting administrative access.

• If you are a SAM POC, download or save a copy of your SAM record showing your name and email address.
• You will need to submit this documentation to the Help Desk to verify your access and activate your account as an Administrator.
• If you are not listed as a POC, contact a listed Administrator to activate your account after registration.

SAM Entity Record showing the Points of Contact tab. 

Troubleshooting

Related Articles / Links

• Register Your Symphony Business Account—How to use this data for registration
• Manage Your Symphony Sign-In and Account Activation—How to contact the Help Desk for SAM POC verification
• Submit a Ticket to the Symphony Help Desk—For technical account issues 

Purpose: Use this guide to identify the correct Symphony contract vehicle portal, sign in successfully, and avoid access errors caused by using the wrong website.

Table of Contents

• Before You Start
• Steps

1. Identify Your Contract Vehicle

2. Confirm Your Contract Vehicle Portal

3. Register, Sign In, and Activate

4. Use MFA Correctly Across Contract Vehicles

5. Understand Contract Vehicle Data Boundaries

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you have the following ready:

• Your contract vehicle name (example: ASTRO, OASIS+)
• MFA Readiness: You will need an Authenticator App or a cell phone for Multi-Factor Authentication (MFA) setup.

Steps

1. Identify Your Contract Vehicle

Because some sites do not have a special logo (like Polaris) or use a shared agency logo (like DHA), always check the website address (URL) at the top of your browser to make sure you are in the right place. Symphony supports the following contract vehicles:

GSA Contract Vehicles 

2. Confirm Your Contract Vehicle Portal

Once you have identified the contract vehicle for your solicitation or award: 

1. Navigate to the Symphony website tied to that contract vehicle.
2. Verify the URL (on the Address Bar) and agency logo on the sign-in page.
3. Stop if the URL or logo does not match your contract vehicle.

Warning: Using the wrong website will cause an authentication failed error.

The Symphony home page shows contract vehicle agency logos for confirmation. 

3. Register, Sign In, and Activate

Once you are on the correct contract vehicle website, you can either register or sign in to your account. 

To Register Your Account

1. Click Register Now after accepting the Official Use notice.
2. Complete the registration process based on your organizational role.
3. Set up a preferred method of Multi-Factor Authentication (MFA). 
4. After you register, your administrator must approve your account before activation. 

Sign in to Your Account

1. Open the Symphony website for your contract vehicle.
2. Confirm the portal is correct by checking the URL (on the Address Bar) or agency logo on the sign-in screen.
3. Enter your email address and password.
4. Select Sign In.

Note: If you see Account Inactive, your administrator must approve your account before activation. See Manage Your Symphony Sign-In and Account Activation for more information.

4. Use MFA Correctly Across Contract Vehicles

Each Symphony website needs its own MFA setup.

• Setup: Complete the MFA step for every contract vehicle you use.
• Rename: The default name is always SymphonyPS. Rename the codes in your authenticator app so you know which one belongs to each site (for example: OASIS+ or ASTRO).
• Unique Codes: Use the specific code for the website you are visiting. Codes for one site will not work on another.

5. Understand Contract Vehicle Data Boundaries

Your access and assets are separated by contract vehicle and organization identifiers. You cannot share company assets across different UEIs/CAGE codes or contract vehicles.

Troubleshooting

Related Articles / Links

• Register Your Symphony Business Account—How to register as a business user

• Register Your Symphony Government Account—How to register as a government user 

• Set Up and Use Multi-Factor Authentication (MFA)—How to set up MFA

• Manage Your Symphony Sign-In and Account Activation—How to sign in to Symphony and get account activation 

• Submit a Ticket to the Symphony Help Desk—For technical account issues

Definition of Terms

Purpose: This guide shows you how to correctly register for a Symphony account, ensuring you provide the mandatory SAM data and complete the necessary steps to set up your security credentials.

Table of Contents

• Before You Start
• Steps

1. Start Your Registration and Validate Email

2. Verify and Confirm Company Data

3. Set Up Your Account and MFA

4. Request Account Activation from Administrator 

• Troubleshooting
• Related Articles / Links

Tip for Administrators: You will need to provide a screenshot of your SAM.gov Points of Contact record (showing your UEI, Name, and Email) to the Help Desk to activate your account.

Before You Start

Make sure you have the following ready before you begin:

• An individual email address (group/distro emails are not supported).
• An active SAM.gov record for your company.
• The UEI (Unique Entity Identifier) and CAGE (Commercial and Government Entity) code for the company that will be the Prime Contractor.

Warning: You must use the data for the company that is the Prime Offeror or Contract Holder. Do not use subcontractor or Joint Venture member data.

Steps

1. Start Your Registration and Validate Email

Go to the correct Symphony website for your contract vehicle to begin the process. 

1. See Access Symphony-supported Contract Vehicles to verify the portal address. All portals (except Polaris) display the contract vehicle logo.
2. Accept the FOUO Notice: You must click Accept on the mandatory security and privacy warning message displayed on the welcome screen to proceed to the Sign In page. FOUO stands for For Official Use Only, which requires protection from public release.
3. Click Register Now on the Sign In page.
4. Enter your individual email address.
5. Enter the six-digit validation code sent to your email to confirm your address is correct.
    

Register Now link on the Symphony login page used to start the registration process.

2. Verify and Confirm Company Data

Symphony uses your SAM data to validate your organization's eligibility.

1. Enter your Prime Entity's SAM.gov UEI.
2. Enter the correct CAGE code (required only if multiple CAGE codes are assigned to your UEI).
3. Before proceeding, review and confirm that the company information retrieved from SAM is accurate.

Organization Registration screen where users confirm UEI and CAGE code before proceeding.

3. Set Up Your Account and MFA

Complete your personal profile and set up the mandatory security tool.

• Enter your first and last name and create a password that meets the security requirements.
• Set up Multi-Factor Authentication (MFA) using an Authenticator App or Text Messaging. You must validate this step by entering the six-digit code provided by your MFA tool.

MFA Setup screen with a QR code for authenticator setup and a field to enter the six-digit code.

4. Request Account Activation

After registration, your account is in Initial status. 

You cannot sign in until your status is changed to Active.  

Which Activation path are you?

A. I am a Business User (Staff): Contact your company’s Symphony Administrator. They must have an account, sign in, and activate your account via the Administration tab in the same portal for the same company. See Understand Your Account Roles and Permissions.

B. I am the Symphony Administrator (SAM POC): You must verify your identity with the Help Desk. 

Action Required: Submit a Ticket with a screenshot of your SAM.gov Points of Contact tab. To be activated, your screenshot MUST show your:
    1. UEI
    2. Full Name
    3. Email Address

Example of the required SAM.gov verification elements.

Troubleshooting

Related Articles / Links

• Understand Your SAM and Symphony Access—Guide on verifying your UEI/CAGE data and POCs at SAM.gov
• Manage Your Symphony Sign-In and Account Activation—Guide on the activation process
• Understand Your Account Roles and Permissions—Guide for Administrators on user management
• Submit a Ticket to the Symphony Help Desk—For technical account issues

Purpose: This guide shows you how to correctly register for a Symphony account as a government employee, ensuring you use your official email, confirm your organization, and understand how to obtain your final system roles.

Table of Contents

• Before You Start
• Steps

1. Accept Security Notice and Validate Email

2. Confirm Organization

3. Set Up Account and MFA

4. Verify Activation and Request System Roles 

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you have the following information and tools ready before you begin:

• An individual, official government email address (must end in .gov or .mil).
• A time-based Authenticator Application or a cell phone for Text Messaging to set up Multi-Factor Authentication (MFA).
• The Office Code for your contracting organization.

Steps

1. Accept Security Notice and Validate Email

Accept the security notice to access the registration page. Then validate your official email address.

1. Select the Register Now link on the login page.
   
2. Enter your individual email address.
3. Enter the six-digit verification code sent to your email to confirm your address is correct.

Register Now link to begin registration.

2. Confirm Organization

You must identify your role and confirm your organizational affiliation using the required code.

1. Enter the code for your Contracting Office.
2. Select Lookup Organization.
3. Confirm the Organization information displayed by choosing YES to proceed.
     

Screen showing the field for the Contracting Office code.

3. Set Up Account and MFA

Complete your profile and set up the mandatory security tool to secure your login.

1. Complete the fields to connect your email address (username) to your first and last name.
2. Create a password that meets the security requirements.
3. Set up Multi-Factor Authentication (MFA) using an Authenticator Application or Text Message to receive your six-digit code. You must validate this step by entering the code from your MFA tool.
      

MFA setup screen showing the QR code and the field for the six-digit code.

4. Verify Activation and Request System Roles

Your account is automatically activated upon successful registration, but specific permissions may be required.

• A confirmation page displays after successful registration, and your account is ready for immediate use.
• If you are a Program Office user or evaluator, you may need specific permissions. Contact your agency administrator to assign the appropriate roles for your tasks.

Confirmation page displaying a success message.

Troubleshooting

Related Articles / Links

• Set Up and Use Multi-Factor Authentication (MFA)—More details on MFA requirements
• Submit a Ticket to the Symphony Help Desk—For technical help with MFA resets or Office Codes
• Access Symphony-supported Contract Vehicles —For available contract vehicles

Purpose: This guide helps you successfully sign in to Symphony, handle the mandatory Multi-Factor Authentication (MFA) step, and resolve the "Account Inactive" message by following the correct approval path.

Table of Contents

• Before You Start
• Steps

1. Sign In and Authenticate

2. Activate an Inactive Account

3. Reset Your Password

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts before attempting to sign in:

• Your account status must be Active (not Initial) to access the platform beyond the login screen.
• You must have your Multi-Factor Authentication (MFA) tool ready (Authenticator App or text-messaging phone).

Steps

1. Sign In and Authenticate

Signing in happens in two steps. First, enter your credentials. Then, enter the MFA security code.

1. Verify the URL (Uniform Resource Locator): Ensure the website address matches the correct Contract Vehicle for your account.
2. Accept the FOUO Notice: You must click Accept on the mandatory security and privacy warning message displayed on the welcome screen. FOUO stands for For Official Use Only.
3. Enter your registered email address and password.
4. Click Sign In.
5. You will then be prompted to enter the six-digit code from your MFA tool.

Sign In page showing the email and password fields where users enter credentials.

2. Activate an Inactive Account

If your account is inactive, the next step depends on your role.

• If you are a Business User (Staff)
  Your account is in Initial status. You must contact your organization's Symphony Administrator and ask them to register, sign in and change your status from Initial to Active on their Administration screen.
    
• If you are the SAM POC (Administrator)
  To be verified as an Administrator, you must provide proof from SAM.gov.

⚠️ CRITICAL: Submit the Correct Documentation. 

Do NOT send a screenshot of the Symphony "Account Inactive" message. We cannot use it to verify your account.

You must provide a screenshot from SAM.gov that includes ALL THREE of these items:
        1. The UEI (Found in the SAM.gov header)
        2. Your Full Name
        3. Your Email Address (Important: If this is missing, we cannot activate you)

Note: You may need to be a SAM administrator to make the email visible.
Example of the correct SAM.gov Points of Contact screen.

Steps to get this data:

1. Log in to SAM.gov.
2. Search for your company and click on the Entity Name.
3. Go to the Points of Contact tab on the left-side menu.
4. Take a screenshot (or print to PDF) ensuring the UEI, Name, and Email are all visible.
5. Submit a Ticket with this attachment.

3. Reset Your Password

If you receive an "Authentication Failed" message after entering your password, use the reset option.

1. Click the Forgot Password link on the Sign In page.
2. Enter your registered email address and click Submit.
3. Check your email (including spam/trash folders) for the reset link.
4. Follow the link to create a new password that meets the security requirements.

Screen displaying the 'Authentication Failed' status message and the Forgot Password link to reset credentials.

Troubleshooting

Related Articles / Links

• Set Up and Use Multi-Factor Authentication (MFA)—Detailed troubleshooting for MFA issues
• Submit a Ticket to the Symphony Help Desk—For SAM POC verification or technical lockouts
• Register Your Symphony Business Account—If you need to start a new registration
• Understand Your SAM and Symphony Access—Guide to verify the correct URL for your account

Purpose: This guide helps you, as a Symphony Administrator, manage other users in your company. It explains their roles, how to activate accounts, and how to fix common administration issues.

Table of Contents 

• Before You Start
• Steps

1. Access the Administration Area

2. Activate or Modify a User’s Status

3. Update a User's Group Membership (Role)  

• Troubleshooting
• Related Articles / Links

Before You Start

Managing users in Symphony works differently than most platforms. Please keep these three rules in mind:

• Self-Registration Model: There is no "Add User" feature. You cannot manually invite or create accounts. Your staff must register themselves using your company's UEI (Unique Entity Identifier) and CAGE (Commercial and Government Entity) code at the correct website to appear in your list.
  
  
• Administrator Status: You must be an Active Administrator to see the Administration link. If you are in "Initial" status, you must verify your own account before you can activate others.
  
  
• One Login = One Company: Your Symphony login is tied to a single legal entity (UEI and CAGE code). You cannot access multiple companies or different UEIs with a single email address.
  • Need to manage a second company? You must register a separate account using a different email address.

Steps

1. Access the Administration Area

Once you are an Active Administrator, your team's names will automatically populate in your dashboard as they register in the same portal.

1. Sign in to Symphony.
2. Click the Administration link in the sidebar.

Administration link in the side navigation bar where administrators manage user accounts.

2. Activate or Modify a User’s Status

User status controls if an account is active, inactive, or locked.

1. Click on the row with the User’s Name.
2. Select the user’s status from the pop-up menu and click Save your changes.

User Administration screen showing the status dropdown menu with 'Active' selected.

3. Update a User's Group Membership (Role)

Group Membership defines the user's permissions. The user's status must be Active for the new role to take effect.

1. Modify user permissions within the Administration link by selecting from the Group Membership options.

Group Membership menu where administrators assign user roles such as Administrator or Staff.
  

About Notifications: Only users with communication privileges (i.e., Administrator or Open Market Proposal Manager) receive submission or clarification notifications. Contract notifications (RFPs, Orders, etc.) are managed via a Distribution Email in the My Company → Contracts tab. Staff users do not receive these notifications.

Troubleshooting

Related Articles / Links

• Submit a Ticket to the Symphony Help Desk—To reinitialize a deleted account
• Manage Your Symphony Sign-In and Account Activation—For SAM POC verification steps
• Register Your Symphony Business Account—For rules on self-registration
• Assemble and Submit Your Proposal—Industry Partner's main workflow
• Manage Your Awarded Contract—Guide on post-award contract management setup
  

Purpose: This guide helps you update your personal profile details. It also explains how to handle complex changes to your email or organization link, and how to manage your Multi-Factor Authentication (MFA) settings.

Table of Contents

• Before You Start
• Steps

1. Update Your Personal Profile (Self-Service)

2. Change Your Password or MFA Method (Self-Service)

3. Change Your Email Address (Self-Service)

4. Update Your Organization Link (Non-Self-Service)  

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following essential rules for account maintenance:

• You must be able to sign in to complete self-service profile updates.
• Simple Name/Address Updates: If your company name or address changes but the UEI (Unique Entity Identifier) remains the same, the fix is typically a technical data refresh.
• Organizational Changes (M&A): If your company merges or is acquired, your account may need to move to a new UEI. This often requires a Novation.

Steps

1. Update Your Personal Profile (Self-Service)

You can easily change your job title and phone number after signing in.

1. Click the Profile Icon in the top right corner.
2. Select the My Information tab.
3. Update your job title or phone number.
4. Click the Save the Contact Information button.

My Profile screen showing the My Information tab highlighted.

2. Change Your Password or MFA Method (Self-Service)

You can change your password or set up a new authenticator app from your profile.

1. Click the Profile Icon in the top right corner and select the My Credentials tab.
2. To change your password, enter a new password that meets the security requirements.
3. To update your MFA method, you can add or update an authenticator app by scanning the QR code.

The My Credentials screen showing the password change and QR code sections.

3. Change Your Email Address (Self-Service)

You cannot directly change your email address on an existing account.

1. Register a new account using the appropriate contract vehicle link.
2. Once the new account is active, ask your company's Symphony Administrator to remove your old email address from the system.

Registration screen showing the email entry field for a new registration.

4. Update Your Organization Link (Non-Self-Service)

If your company's legal name, address, or UEI/CAGE code is incorrect, you must submit a ticket for the change.

1. Submit a Ticket to the Help Desk.
2. Include your email address and the correct UEI and CAGE (Commercial and Government Entity) code.
3. The Symphony team will determine if the change requires a SAM refresh or full account move. They will complete the required action.
   

Note: You must use a unique email address for each company when registering for multiple companies.

Help desk ticket submission form showing the fields for company details.

Troubleshooting

Related Articles / Links

• Manage Your Symphony Sign-In and Account Activation—How to check if your account is active
• Understand Your Account Roles and Permissions—Guide for Administrators on how to remove an old email address
• Set Up and Use Multi-Factor Authentication (MFA)—MFA troubleshooting
• Submit a Ticket to the Symphony Help Desk—For technical account issues

Purpose: This guide helps you set up your mandatory Multi-Factor Authentication (MFA) method and troubleshoot common issues with receiving or using your security code.

Table of Contents  

• Before You Start
• Steps

1. Set Up with an Authenticator App

2. Set Up with Text Messaging (SMS)

3. Change Your MFA Method  

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following security rules before you begin:

• MFA is required for every user and every sign-in attempt.

• Google Authenticator is the recommended app, as it supports multiple accounts.

Warning: Users with international or U.S. Territory phone numbers must use an authenticator app, not text messages.

Restriction: MFA codes are not allowed via email due to security requirements.

Steps

1. Set Up with an Authenticator App

This is the most reliable method. It uses a time-based code generator on your smartphone or desktop browser.

1. Download and Install: Search for and install an Authenticator App (e.g., Google Authenticator) on your smartphone or a browser extension.
2. Scan the Code: On the Symphony MFA screen, use your app or extension to Scan the QR code.
3. Confirm Code: Enter the displayed One-Time Passcode (OTP) into the Symphony field to validate the setup.
4. Rename (Optional): If you have multiple accounts, rename the code in the app to reflect the Contract Vehicle (e.g., "Polaris") for easier tracking.
     

MFA setup screen showing the QR code and the field to enter the six-digit passcode.

2. Set Up with Text Messaging (SMS)

If you prefer to receive your code via Short Message Service (SMS), follow this method.

1. Select SMS: On the MFA screen, select the SMS option.
2. Enter Details: Enter your wireless carrier and your wireless phone number.
3. Confirm Code: Enter the six-digit code you receive via text message into the Symphony field to validate the setup.
    

MFA setup screen showing the option to select SMS and the fields for carrier and phone number.

3. Change Your MFA Method

If you need to switch your MFA method (e.g., got a new phone), the steps depend on whether you can still sign in.

1. If you can sign in: Go to your Profile Icon → My Credentials tab to retrieve the QR code and set up your new phone or app.
2. If you are locked out: Submit a Ticket to the help desk, as only the help desk can reset a locked MFA profile.
    
   

My Credentials tab showing the QR code display for MFA changes.

Troubleshooting

Related Articles / Links

• Update Your Symphony Account Details—Guide on how to change your profile/MFA while signed in
• Submit a Ticket to the Symphony Help Desk—For MFA resets or technical lockouts

Purpose: This guide outlines the platform's security compliance. It also provides the mandatory technical rules for preparing and uploading all file submissions.

Table of Contents  

• Before You Start
• Steps

1. Prepare Documents for Upload

2. Review Supported Security Classifications

3. Review Platform Security and Compliance   

• Troubleshooting
• Related Articles / Links  

Before You Start

Understand the following technical and regulatory constraints regarding document uploads:

• Platform vs. Requirement: Symphony is a secure document delivery system. While the platform enforces technical limits (like file size and type), it cannot validate the content of your files. You are responsible for ensuring your documents meet the specific criteria outlined in the government's RFP.
• Finality of Uploads: Symphony support cannot modify, replace, or "fix" a document once it has been included in a submitted proposal. If you discover an error in your uploaded evidence after submission, you must follow the solicitation's instructions for retraction or amendment.

Make sure you know the following mandatory rules and technical limits for all file uploads:

• Tagging Prerequisite: Tag all evidence documents (PDFs) before uploading them to Symphony. Tagging must be done outside of Symphony. See the Manage Your Company's Projects and Tagging guide for full instructions.
• Files must be under 20MB (unless specified otherwise by the solicitation).
• File names cannot exceed 250 characters.
• Prohibited: Classified or encrypted documents are strictly prohibited.  

For an Exception: Password-protected documents must be approved by the requesting agency.

Document Status Color Key 

The file folder icons use color-coding to indicate their current status.

Steps

1. Prepare Documents for Upload

You must follow specific technical and formatting rules before uploading files to the system.

1. Files must be uploaded in Portable Document Format (.pdf) or the specific file type requested by the solicitation.
2. Do not combine multiple files into a "zip" folder. Files must be uploaded individually to ensure evaluators can access and review each document’s tags and metadata correctly.
3. Files must be uploaded directly from your computer. Drag-and-drop from cloud storage (like SharePoint or Google Drive) is not supported.

Document upload window showing a file attachment and a size limit warning.

2. Review Supported Security Classifications

The system handles sensitive government data and restricts certain file types.

1. Supported Documents: You may submit documents marked as:
   • CUI (Controlled Unclassified Information)
   • FOUO (For Official Use Only)
   • SBU (Sensitive but Unclassified)
2. Prohibited Documents: Classified or encrypted documents are not permitted.

Document library view showing read-only files.

3. Review Platform Security and Compliance

Symphony follows federal security standards to protect and manage your data.

1. The platform is hosted on cloud.gov with a Federal Information Security Modernization Act (FISMA) Moderate ATO (Authorization to Operate).
2. All data is protected by encryption in transit and at rest.
3. Every file uploaded to Symphony undergoes automated malware and virus scanning. Files flagged by the system will be blocked immediately to protect the government environment.

Compliance visualization showing the text 'FISMA Moderate ATO' and data protected by encryption on a cloud server.

Troubleshooting

Related Articles / Links  

• Manage Your Company's Projects and Tagging—Mandatory guide on tagging documents before upload
• GSA National Customer Service Center—For detailed security protocol inquiries
• Submit a Ticket to the Symphony Help Desk—For technical issues

Purpose: This guide helps you navigate the Support Center to find solutions, explains the fastest way to submit a technical ticket, and outlines the expected response time from the Help Desk team.

Table of Contents

• Before You Start
• Steps

1. Find Answers in the Knowledge Base

2. Submit a Ticket for Technical Issues

3. Track Response Times   

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts before contacting support:

• You must know your Contract Vehicle (the specific website URL (Uniform Resource Locator)) and your company's UEI (Unique Entity Identifier) for account-related issues.
• There is no direct phone number available for support.
• If you need to log in to Symphony, click here to find the correct URL.

Steps

1. Find Answers in the Knowledge Base

The fastest way to find an answer is to use keywords in the search bar.

1. Access the Support Center: Go to the Help Desk portal (Help and Information/Support).
2. Enter Keywords: Enter a keyword in the search box. For example, searching for "Multi-Factor Authentication (MFA)" or "Password" yields many useful results.
3. Refine Search: The search uses a "starts-with" mechanism, displaying exact matches first. Do not type a full question.
      

The Knowledge Base search bar showing a convenient keyword-based searching mechanism.

2. Submit a Ticket for Technical Issues

If you cannot find a solution, submit a ticket for a guaranteed response within the service window.

1. Click the Submit a Ticket button in the top right corner of any help page.
2. Fill out the form completely, providing your email, name, and the contract vehicle you are using.
3. Describe the Issue: Explain your problem clearly. Include the Contract Vehicle, the Symphony feature that is failing, and a screenshot of any error message.
4. Click the final Submit button.

Ticket submission form showing fields for contact information and issue description. 

3. Track Response Times

Responses are provided only during business hours.

1. Check Service Window: Responses are provided within four business hours (8:00 am - 8:00 pm ET) from Monday to Friday, excluding Federal Holidays.
2. Check Spam: If more than four hours pass during a regular business week, check your junk/spam folders for the client.support@apexlogic.com email address.
3. Video Conference: If your issue requires a meeting, submit a ticket requesting a video conference, and the team will set up a meeting via Google Meet or another tool.
     

Email inbox showing a new message from the support team.

Troubleshooting

Related Articles / Links

• Submit a Ticket to the Symphony Help Desk—The direct link to our Customer Service Representatives and Technicians
• Understand Your SAM and Symphony Access—For verifying your UEI
• Access Symphony-supported Contract Vehicles—For available contract vehicles

Purpose: This guide gives you a complete overview of the cloud-based Symphony Procurement Suite. It explains the two core modules, Audition and Performer, and details the benefits for every user in the contract lifecycle.

Table of Contents

• Before You Start
• Information Sections

1. The Symphony Mission and Architecture

2. Benefits for Program Office and Industry

3. Technology and Integrations   

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following official disclaimer before you proceed:

• Guidelines and requirements provided by the Federal Government always take priority over any information provided by the developer, Apex Logic, Inc.

• The views and opinions expressed here do not necessarily reflect those of the Federal Government.

Information Sections

1. The Symphony Mission and Architecture

Symphony is a full lifecycle software service. It manages the complex logistics of government contract vehicles in accordance with FAR 16.5.

• Symphony Audition (Pre-Award): This module handles the competition process. It manages configuration, proposal intake, evaluation, and source selection.

• Symphony Performer (Post-Award): This module manages contract administration. It handles fair opportunity task orders and ongoing contract obligations.

• The platform is hosted on cloud.gov with a FISMA Moderate Authorization to Operate (ATO).

Diagram illustrating the platform securely automating the contract process and showing the two modules.

2. Benefits for Program Office and Industry

Symphony enhances transparency and integrity throughout the contract lifecycle by offering specific advantages to each user group.

• For Program Office Managers: The system streamlines the process for issuing master contract RFPs. It simplifies source selection and manages contract vehicles efficiently.

• For Buyers: The platform provides a centralized hub. This helps streamline market research and simplify the ordering process.

• For Industry (Contractors): Symphony is a single entry point for contractors. Users can submit high-quality proposals and store historical contract documents.

3. Technology and Integrations

Symphony is built on an API-first design that allows all user actions to trigger external system calls.

• API Integration: This design allows seamless integration with external systems. It can automatically generate, post, and release orders based on data from third-party systems.

• Contract Intelligence: The system provides insight into programmatic functions. This improves transparency and helps reduce the government’s risk regarding fair opportunity.

• Coming Soon: Maestro: Apex Logic is developing the Maestro module. This AI-powered system will streamline contract management and improve compliance.

Compliance visualization showing the text 'FISMA Moderate ATO' and data protected by encryption on a cloud server.

Troubleshooting

Related Articles / Links

• Apex Logic Website
• GSA National Customer Service Center
• Submit a Ticket to the Symphony Help Desk