Support & tickets
Every plan includes Community support — the User Guide, the community forum and the Knowledge Hub — reachable from the Support page and the public help site. Max and Enterprise workspaces also get support tickets: a tracked case with our team, with guaranteed response times.
On Max+, open the Support page and choose Open a case. As you type a subject and description we suggest relevant User-Guide articles in case they answer it faster. A case captures:
- Subject & description — what's happening, and what you expected instead.
- Category — upload & parsing, rules & formulas, field types & validation, import & export, account & billing, or something else.
- Attachments — drop in a workbook, screenshot or log; we'll see exactly what you see.
- Priority — flag a case as high priority (on Max+ plans with priority support).
- SLA report — on plans that include an SLA, see how support has performed against it (met / breached response and resolution, medians, satisfaction) for any period, and print it to PDF. On the Support page's SLA report tab.
Once open, the case has its own thread: reply any time, and you'll get an email when our team responds (and we're notified when you do). If your plan includes an SLA, it sets a first-response and resolution target, measured in business hours — so a case opened Friday evening is due the next working day, not over the weekend. When it's sorted we mark it resolved; reply to reopen it, or rate how we did (CSAT). Resolved cases close automatically after a quiet period.