This article covers your support channels, ticket prioritization, and the response and resolution times you can expect.
Contact support
OfficeRnD offers support via chat and email.
Chat support
Chat is available from your Admin Portal or from the Help Center. Select the chat icon in the bottom right corner to start a conversation.
Your first response comes from Randi, our AI support assistant. Randi handles most questions quickly and accurately. If your issue isn't resolved, select Talk to a person at any time — or Randi will escalate the conversation automatically.
Once you're with a human specialist, you'll see an estimated reply time based on current queue load and your support plan.
Email support
Send your request to [email protected]. You may receive an initial response from Randi. If Randi can't resolve your request, a specialist will take over.
About Randi
Randi is OfficeRnD's AI support assistant, trained on our full knowledge base. It resolves most support requests without involving a human specialist.
When Randi can't help, it hands off to a specialist who will have your full conversation history and context. There's no dedicated agent per account, but every specialist who works on your tickets has access to your complete history.
Ticket severity
When you contact us, you'll be asked to select a severity level. Choose the one that best describes your situation.
Severity | When to use |
SEV 1 – Critical | The platform isn't working, and there's no workaround |
SEV 2 – Restricted Operations | The platform is partially restricted but still usable |
SEV 3 – Normal | Questions, how-tos, and general feedback |
Response and resolution times
First response time is the time until a team member replies with the next steps.
Severity | Standard Plan | Ultimate Plan |
SEV 1 – Critical | 4 business hours | 1 business hour |
SEV 2 – Restricted Operations | 24 business hours | 8 business hours |
SEV 3 – Normal | 24 business hours | 10 business hours |
Resolution time is the time it takes for your issue to be fully resolved.
Severity | Resolution time |
SEV 1 – Critical | Up to 5 business days |
SEV 2 – Restricted Operations | Up to 7 business days |
SEV 3 – Normal | Up to 14 business days |
Note: Resolution times cover support work only. If your issue requires a product or engineering fix, that timeline is handled separately.
Ultimate Support
Customers on the Ultimate Support package get prioritized handling, faster response times, phone access, and up to 4 hours per month of dedicated Q&A sessions with a support specialist.
To upgrade your support package, contact [email protected].
Bulk updates
For bulk changes to platform data — memberships, billing plans, or member records — email [email protected]. The team will prepare the necessary files and walk you through the process.