How To Get Help
The ways in which a customer can get help from TheLoops vary depending on the applicable stage in your journey with TheLoops as well as the customer’s Support Level.
In addition to the above, all customers will have access to and regular syncs with a Customer Success Manager.
How to Open a Support Ticket
Support tickets can be opened by:
- Emailing support@theloops.ai
- Visiting our Help Center and submitting a request
Support tickets can be replied to by:
- Replying to Support ticket email notifications
- Visiting our Help Center, signing in and visiting the requests page
If you’ve never signed into the Help Center previously, just click Sign In and use the Forgot Password link to set a password.
Support Levels and Severity Definitions
All support requests will be categorized by TheLoops according to the following table and TheLoops will use its best efforts to respond to support requests during the support hours identified below and in accordance with the response times set forth below. As used in the tables below, a “Response” means that theloopsai has acknowledged a support request, issued a ticket, and begun investigating the applicable issue. An “Update” means that theloopsai has provided an update regarding the support request and its investigation of the applicable issue.
Scope of Support
TheLoops provides break-fix support for TheLoops’ platform itself, and any integrations with the Customer’s systems.
TheLoops does not provide technical support for questions or issues pertaining to integrated systems, such as support ticketing systems, CRMs, etc.