Three ways to reach us, in rough order of which to use when.
1. The in-app support form (recommended)
The fastest path for almost everything:
- Web app: click the question-mark (Help) icon in the top bar and choose Contact support. On a phone, open the menu and tap Support.
- Anywhere, even signed out: go to relm.ai/support. This also works from the Excel add-in, which doesn't have its own support button.
The form asks for your name, email, a topic, and your question. Topics range from Account & Login and Billing to Property Data Issues, Bug / Performance, Private Server, and Feature Request / Other. Pick the right topic and write.
If you open the form from an error screen's Get help from support button, the error details, the property, and the page you were on are filled in for you — so we can usually reproduce without ping-ponging "what were you doing?" emails.
Signed in? The form also has a Book a call button for scheduling a live support call with the Relm team.
2. Email
For things that don't fit the in-app form or when you can't sign in:
- General support —
support@relm.ai - Sales / Enterprise / Reports —
sales@relm.aiorreports@relm.ai - Security —
security@relm.ai(special-handling, 24-hour response) - Privacy / data requests —
legal@relm.ai - Accounting / invoicing —
accounting@relm.ai
We aim to acknowledge within one business day on all of these.
3. Dedicated chat channel (Enterprise only)
Enterprise customers get a dedicated chat channel with their account contact and an analyst. Use it for:
- Ongoing engagements (Relm Reports, custom integrations).
- Quick questions that don't justify a ticket.
- Escalations during an active incident.
If you're Enterprise and don't have a channel set up yet, ask your account contact.
Hours
We're a US-based team. Coverage is roughly 9am–6pm Eastern, Monday–Friday. Outside those hours we monitor for Sev-1 incidents (status-page red), but routine tickets go into the morning queue.
For 24/7 support coverage, that's an Enterprise contract conversation.
Status checks before reaching out
If something looks broken, check /status first — if it's a known incident, we already know.
What we don't do
- No phone line. If you'd rather talk it through, signed-in users can click Book a call in the support form to schedule a live call with our team.
- No live chat. The in-app form replaces it, with the same response times.
- No after-hours escalation for self-serve. For Sev-1 self-serve issues we respond at the start of the next business day.