Getting Support

How to get help when you need it.

Support Channels

Help Center

Self-service documentation:

• Search for answers
• Browse guides
• Watch tutorials

Visit: help.relay.help

Email Support

For non-urgent questions:

• support@relay.help
• Typical response: 4-8 business hours

Live Chat

For quick questions:

• Available in the Relay app
• Click help icon → Chat with us
• Hours: Mon-Fri 9 AM - 5 PM EST

Community Forum

Peer-to-peer help:

• community.relay.help
• Share tips and tricks
• Feature discussions

What to Include

Help us help you faster by including:

Required Information

1. Your organization name
2. The issue you're experiencing
3. Steps to reproduce
4. When it started

Helpful Additions

5. Screenshots or screen recordings
6. Error messages (exact text)
7. Browser and device info
8. What you've already tried

For Technical Issues

9. Browser console errors (F12 → Console)
10. Network errors (F12 → Network)
11. API request/response details

How to Get Browser Info

Find Your Browser Version

Chrome: Menu → Help → About Chrome Firefox: Menu → Help → About Firefox Safari: Safari → About Safari Edge: Menu → Help → About

Find Console Errors

1. Press F12 (or Cmd+Option+I on Mac)
2. Click "Console" tab
3. Look for red error messages
4. Screenshot or copy the errors

Support Response Times

By Plan

Business hours: Mon-Fri 9 AM - 5 PM EST

By Priority

What Counts as Critical?

Critical Issues

• Complete service outage
• Cannot log in at all
• Data loss or corruption
• Security incidents

High Priority

• Major feature not working
• Integration completely broken
• Affecting multiple users
• No workaround available

Medium Priority

• Feature partially working
• Workaround exists
• Affects few users
• Non-blocking issue

Low Priority

• Questions about features
• Minor bugs
• Enhancement requests
• General inquiries

Enterprise Support

Dedicated Support

Enterprise customers receive:

• Dedicated account manager
• Priority queue
• Phone support
• Custom training

Contact Your Account Manager

Enterprise customers should:

1. Email your account manager directly
2. Use your dedicated Slack channel
3. Schedule calls as needed

Training & Onboarding

New Team Training

We offer:

• Onboarding sessions for new teams
• Admin training
• Best practices workshops

Request Training

1. Email support@relay.help
2. Subject: "Training Request"
3. Include team size and topics

Self-Service Training

• Video tutorials in Help Center
• Feature walkthroughs
• Weekly webinars

Feature Requests

Submitting Ideas

Have a feature idea?

1. Check community forum for existing requests
2. Add your use case to existing discussions
3. Or create new feature request

What Happens

1. We review all requests
2. Popular requests get prioritized
3. We'll update you on progress
4. Beta access for requesters

Bug Reports

Reporting a Bug

Help us fix issues:

1. Email support@relay.help
2. Subject: "Bug Report: [brief description]"
3. Include reproduction steps
4. Attach screenshots

Bug Report Template

**Summary**: [One line description]

**Steps to Reproduce**:
1. Go to...
2. Click on...
3. See error...

**Expected Behavior**: [What should happen]

**Actual Behavior**: [What actually happens]

**Screenshots**: [Attach if possible]

**Browser/Device**: [Your browser and device]

**Frequency**: [Always/Sometimes/Once]

Staying Updated

Status Page

Real-time service status:

• status.relay.help
• Subscribe for notifications
• Follow @RelayStatus on Twitter

Release Notes

New features and fixes:

• Settings → What's New
• Monthly email updates
• Blog announcements

Community

Join the conversation:

• community.relay.help
• Feature discussions
• Tips from other users

Feedback

We Want to Hear from You

• What's working well
• What could be better
• New feature ideas

How to Give Feedback

• In-app feedback button
• Email: feedback@relay.help
• Community forum discussions
• NPS surveys

Contact Summary

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