When something goes wrong in your space, you need answers fast. Email support connects you directly to our team, and every request is reviewed and prioritized based on its business impact.
When you send us an email, Randi, our AI support bot, responds first. Randi handles common questions instantly and routes more complex issues to the right person on our team.
Alternatively, learn more about our chat support →
Send us an email
Email us at [email protected] with a description of your issue. Randi, our AI support bot, responds first. Randi handles common questions instantly and routes more complex issues to the right person on our team.
If the conversation is escalated to a human agent, we'll open a ticket and handle it based on its severity and your support subscription.
Ticket severity levels
Each email creates a support ticket with an assigned severity level. Severity reflects the business impact of the issue and affects your position in the support queue.
Severity | Description |
Critical / SEV 1 | A problem is preventing the platform from functioning, and there's no workaround to continue your business operations. |
Restricted Operations / SEV 2 | A less severe problem that restricts platform usage but doesn't prevent it from operating. |
Normal / SEV 3 | Questions and feedback about platform features and functionality. |
First response times
First response time is the average time for someone on our team to contact you and confirm the next steps to resolve your issue.
Severity | First Response Time (Standard) | First Response Time (Ultimate) |
Critical / SEV 1 | 4h | 1h |
Restricted Operations / SEV 2 | 24h | 8h |
Normal / SEV 3 | 24h | 10h |