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 Support in the top nav.
- Excel taskpane: click Send feedback in the bottom bar.
The form has prefab topics — Bug report, Billing question, Feature request, Account help, Private Server inquiry, Other. Pick the right topic and write.
Auto-attached context (user ID, property URL, recent errors) means we can usually reproduce without ping-ponging "what were you doing?" emails.
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 —
privacy@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 support. Email and the in-app form scale better; phone is reserved for Enterprise account-management calls scheduled in advance.
- 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.