If something in Relm Pro isn't working the way you expect — a wrong citation, a stuck research run, a broken UI element — please tell us. This page is the recipe for a bug report that gets fixed quickly.
Before reporting
Two-minute pre-flight check:
- Reload the page. Most transient issues resolve.
- Check /status for an active incident.
- Check Common errors for a known workaround.
If none of those resolve it, file the bug.
How to report
Click Support in the top nav (web app) or in the bottom bar of the Excel taskpane. The support form opens.
Pick Topic: Bug report. Then tell us:
- What you were trying to do. "Generate a pro-forma for Property X."
- What happened instead. "The Generate button greyed out and nothing happened for 5 minutes."
- What you expected to happen. "Pro-forma to start generating."
- The property URL if it's deal-specific.
- The browser and OS you're using.
- Screenshots if relevant — the form lets you attach files.
The support form auto-attaches some context (your user ID, the property URL you were on, the time, recent error logs).
What happens after
- Within 1 business day, we acknowledge and triage. You'll see a reply confirming receipt.
- Within 1–3 business days, we either ship a fix, give you a workaround, or explain we need more info.
- For high-severity bugs (production data corruption, blocking issue, security), we'll reach out same-day.
Severity tiers
We triage roughly into:
- Sev-1 — production-impact, blocking, security. Same-day response.
- Sev-2 — significant impact on a workflow but with a workaround. 1–2 day response.
- Sev-3 — minor or cosmetic. Goes into the regular queue.
You don't need to flag the severity — we'll triage it. But if you're being blocked on a deal that's about to go to IC, say so explicitly in the report and we'll prioritize.
What we love seeing in a bug report
- Reproduction steps. "1. Open Property X. 2. Click Financial. 3. Click Generate. 4. Wait."
- Specific values. "Year-1 R&M cell shows $850k for a 12-unit property; we'd expect ~$5–10k."
- Screenshots / video. A 30-second screen recording is sometimes worth 10 paragraphs.
- Frequency. "Happened once vs every time vs intermittent."
What's not a bug
A few things that look like bugs but aren't:
- AI Summary doesn't say what you'd say. That's editorial preference, not a bug. The Summary is dispassionate by design.
- A comp you'd include isn't in the comp set. Could be a ranking issue (a bug) or the comp's not actually similar (not a bug). Send it anyway; we'll figure out which.
- Pro-forma assumption you disagree with. Override it. The default isn't always what you'd choose; the override is the point.