Getting Support: How to Contact Help

We're here to support your experience every step of the way. Whether you've discovered a bug, need guidance with a new feature, or want to share an idea, you'll find multiple ways to connect with our team and get the help you need quickly.

Help Center Ticket For detailed issues that need investigation or when you prefer written communication.

• Submit at: Contact our support team
• Response time: Within 24 hours
• Best for: Complex issues requiring research, feature requests, detailed feedback, issues needing follow-up

Email Your CSM Your Customer Success Manager remains your strategic partner.

• Response time: Within 1 business day
• Best for: Account-specific questions, training needs, change management support, tier upgrade discussions
• Find your CSM: Check your platform invitation or email [e-mail]

What Kind of Help to Expect

We Can Help With:

✅ Technical Support

• Login and access issues
• Browser compatibility problems
• Feature functionality questions
• Bug investigations and workarounds
• Data or migration concerns

✅ Feature Guidance

• How to use new capabilities
• Best practices for workflows
• Tips for maximizing efficiency
• Understanding tier differences
• Navigation and finding features

✅ Strategic Consultation

• Which features match your goals
• Workflow optimization suggestions
• Team adoption strategies
• Preparing for full platform launch
• Tier upgrade considerations

How to Report Bugs Effectively

Great bug reports help us fix issues faster. Here's what makes a report actionable:

The Perfect Bug Report Includes:

1. What you expected to happen "I clicked Share to send my tour to a prospect"
2. What actually happened "The Share button didn't respond, and no modal appeared"
3. Steps to reproduce
   • Went to Builder
   • Selected RFP recipe
   • Added assets and customized
   • Clicked Share button
   • Nothing happened
4. Environment details
   • Browser: Chrome Version 120
   • Device: MacBook Pro
   • Time: 2:30 PM EST
   • Property: Sunset Resort (Pro tier)
5. Impact level
   • Can't work at all (Critical)
   • Can work around it (Major)
   • Annoying but manageable (Minor)

Pro Tip: Screenshots or screen recordings make debugging much faster. Tools like Loom or CleanShot are perfect for this.

Response Time Commitments:

Channel	Business Hours	After Hours	Weekend
Optional Product Interview	Real-time	N/A	N/A
Help Tickets	Within 24 hours	Within 24 hours	Monday response
CSM Email	Within 1 day	Next business day	Monday response

Tips for Getting the Best Support

Do's:

✅ Include context about what you're trying to achieve ✅ Share screenshots liberally ✅ Tell us how urgent your issue is

Don'ts:

❌ Hesitate to report issues—we want to hear everything

❌ Feel bad about reporting the same issue twice

Emergency Situations

If you encounter a critical issue that completely blocks your work:

1. Email [e-mail] 
2. Call your CSM directly 

Critical issues include:

• Complete inability to access the platform
• Data loss or corruption concerns
• Security issues
• Problems affecting active customer engagements

Your Support Team

You're supported by:

• Product Team: Building and refining features based on your feedback
• Engineering Team: Fixing bugs and optimizing performance
• Customer Success: Ensuring your business needs are met
• Support Specialists: Providing technical assistance and workarounds

We're all committed to making your experience productive and valuable.

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Need help? Submit a support ticket