Contacting Releventful Support
If an error occurs for you or your clients within the Releventful platform, we ask that you report this issue to us for further investigation. For the technical team to properly troubleshoot the issue, we ask that you follow the steps outlined below to provide all the necessary information for further investigation:
1. All issues need to be reported to the Releventful support team via live chat when the issue occurs. It is important for issues to be reported as soon as they occur to ensure that our technical team can review the issue and the environment in real time.
2. Please provide the following details with your issue submission:
Identify the area of Releventful where the issue is occurring (calendar, invoice, proposal, etc.).
If this issue pertains to a specific client, please list the client’s name and event name if applicable.
Provide any steps and details of how the issue occurred.
Attach any screenshots and screen recordings of the issue as a detailed example.
3. When your chat message is received, our technical team will review your reported issue. The team will investigate your account with the details provided and take a copy of your environment to further investigate offline. Our support team will notify you via chat after the copy is taken. At that time, you can proceed to make modifications/changes to the item in question as needed. The technical team will have what they need to proceed with the troubleshooting and investigation.
4. Our team will investigate the issue and report back on the findings. If more detail is needed or requested, we will reach out to you. Otherwise, we will advise of the resolution, if applicable, and any actions needed to take advantage of the fix or enhancement.*
*Issue investigations typically take between 24-48 hours but can take up to 3-5 business days depending on the nature of the issue and whether or not the team can easily reproduce the reported issue.
Support FAQ's
How do I submit an issue?
Click on the Releventful Assist icon in the lower right-hand corner of the page in Releventful to begin a chat conversation. To begin a chat, please start your message off with a question. Fin (the support AI) will do its best to respond and answer your question accordingly.
If you are reaching out after a chat conversation has been closed, we ask that you please open a new chat for each new issue that you reach out to our team for. Please do not reply to an old chat conversation on a new unrelated topic of discussion. For Fin to properly assist, and for our team to direct your issue to the correct team member, new chat conversations need to be created for new issues.
What are the support team hours?
Fin (the support AI) can assist by answering questions in the chat window 24/7. A member of the support team is available via chat between 8am and 5pm eastern time. All chats that require a team member's assistance that Fin cannot answer will be answered the following business day.
How do I talk to a real person instead of Fin the AI?
If Fin is not answering your question correctly, you can select the "talk to person" button in the chat bubble to be redirected to a Releventful support team member. Please remember that a support team member will only be available between the hours of 8am and 5pm eastern time. All chats that require a team member's assistance that Fin cannot answer outside of business' hours will be answered the following business day.
Who do I notify if something is broken and requires immediate assistance?
If an error occurs for you or your clients within the Releventful platform, we ask that you please report this issue to us for further investigation through the proper channels of communication. Click on the Releventful Assist icon in the lower right-hand corner of the page in Releventful to begin a chat conversation. To initiate a chat message, please list all the details you have pertaining to the issue as it aligns with the bullet points in step 2 in this article.
To expedite your issue, the more details you can provide regarding the issue the better. We ask that you do not email individual Releventful team members about your issue, but follow the process of properly submitting the issue through the Releventful chat support channel.
How long will it take to resolve my issue?
You can expect a response to your issue immediately as Fin the AI is able to answer most questions that come through the chat and is available to do so 24 hours a day, 7 days a week.
If Fin is not able to provide the correct answer and a support team member is requested, general questions about the Releventful platform will be answered in one business day or less.
For more complex issues that require technical team's investigation, you can expect a resolution anywhere between 2-5 business days, depending on the complexity of the issue and the about of information that you are able to provide. The support team will provide you with updates on your issue throughout the investigation process and provide target dates for when resolutions are set to be implemented.