Rethink Product Support is committed to outstanding customer success and our clients’ success in using our platform. All current users have access to Product Support and our team of Product Support Specialists. If you ever have any questions or concerns we encourage you to contact us. We are here to help you and provide support Monday through Friday 9 AM CT- 5 PM CT.
When creating a support ticket, please email firstname.lastname@example.org and provide as much information possible including an explanation of the situation and attach any supporting documents like images or screenshots. We will respond to your request within the hour.
In addition to emailing email@example.com you can contact us on the Rethink website using the "Contact us" widget.
Product Support commits to responding to all support requests during normal business hours (not including holidays or weekends), as quickly as possible. Support response times are not the same as support resolution times but we will respond within 1 hour to your request. Our goal is to not only respond within 60 minutes but also have your issue resolved within 1-3 business days depending on the severity of the case.
Support cases are prioritized by the date/time the support case was received and by the severity of the case. When creating a case using our Rethink Help Center we not only ask that you provide as much detailed information as possible but also include the severity level of the case. We have implemented a coding system to help classify incoming support requests and assist our team in properly triaging all support tickets. We ask our clients to apply the appropriate level of severity using the descriptions outlined below.
* Please note we do not provide phone support for the Rethink product. We encourage all clients to open and create a support ticket which allows us to track all support engagements. Upon the review of an open support ticket and level of severity and priority, our Product Support team member will request a call or request a screen-share session along with a phone call.
* For non-Rethink product support inquiries, you may be asked to work directly with Salesforce Support or third-party party application vendors (such as Cirrus Insight, Nintex Drawloop, CommissionTrac, etc.)