This article contains AnswerRocket's best practices for submitting support tickets in order to provide you with timely and helpful responses.
When to Contact Support
AnswerRocket Support is here to provide assistance with issues impacting environment access & functionality. AnswerRocket support is unable to provide assistance to self-hosted customers with requests related to infrastructure.
See below for some examples of who best to report encountered issues to. It is assumed that the Customer Admins have exhausted their troubleshooting capabilities prior to escalating any issue to AnswerRocket Support.
Should a user report an issue that the Customer Admin cannot answer on their own, the Customer Admin can log a support ticket by sending a request via email to support@answerrocket.com. The ticket submitter will be notified via email with updates on ticket resolution progress, and can reply to the email to comment on the ticket.
Issue Prioritization and Response Times
AnswerRocket support is available M-F, 8am-5pm EST, excluding bank holidays.
Below is a list of holidays that AnswerRocket observes that should be taken into consideration when submitting support tickets.
- New Year's Day
- Martin Luther King Jr. Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day After Thanksgiving
- Christmas Eve
- Christmas Day
Support Prerequisites
In order for the AnswerRocket support team to provide assistance, the team requires access to the Customer’s systems. Access is used on an as needed basis for troubleshooting efforts within the AnswerRocket environments.
Our Support Engineers & DevOps Team need access to the Customer AnswerRocket Environments (URL’s) and they require Admin access in those environments (application logins), including any VPN access required to achieve this in order to provide support.
Support Exclusions
Self-hosted customers are responsible for their own infrastructure. AnswerRocket support is unable to provide assistance to self-hosted customers with requests related to infrastructure such as:
- Expired certificates
- Server reliability
- Database connection management
- Database performance tuning
- (etc.)
Self-hosted customers with customer-built copilots are responsible for their own copilot and skill support. AnswerRocket support is unable to provide assistance with the troubleshooting of custom code.
What to Include in Your Ticket
When logging a support ticket, please include the following:
- The environment (URL) and the name of the copilot in which the issue was experienced
- A link to the question (where relevant)
- Description of the issue
- Which includes a description of expected vs. actual experience
- Impact to users
- Frequency of Issue
- Severity Level
- Steps to reproduce (with screenshots, if relevant)
- Supplementary technical information (if available)
Do’s for submitting a support ticket:
- Identify both the environment (URL) and the name of the copilot in which the issue was experienced.
- Include screenshots of the issue (please include the full screen).
- Include steps to reproduce the issue (what the user was doing when this issue occurred).
- Include a description of expected versus actual experience.
- IMPORTANT: Include a link to the question if applicable.
Don’ts for submitting a support ticket:
- Don’t include personally identifiable information (PII), such as social security numbers, dates of birth, etc.
Support vs. Customer Success
Customer Success is included with your subscription and we’re here to help. Customer Success:
- Acts as a consistent resource who understands your business needs
- Is a single point of contact to coordinate AR resources for your benefit
- Orchestrates regular syncs between our organizations
- Performs periodic business reviews with leadership from both companies
- Acts as an escalation & coordination point for critical support issues
- Coordinates surveys across all customers
- Provides customer feedback to Product to ensure the customer perspective is included in the Product Roadmap
- Performs periodic training for new users
- Provides tips & tricks for users when relevant
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