General Product Support
All Raftr community members have access to general product support for tasks such as account creation and platform navigation through the following formats:
On the web platform, members can access in-app support by navigating to their Profile and clicking on the "question" (?) icon. This takes them to the Raftr Support Center, our searchable knowledge base of articles, videos, resources, and more, as well as a support request form. On the mobile apps, members can access in-app support by navigating to their Profile and clicking Support Center. This is where they can access our searchable knowledge base or Contact Us to send a support email. Team Raftr responds to support requests during regular business hours (9 AM-5 PM Pacific Time) and makes every effort to resolve requests within two to three business days.
Community Admin Support
As a part of our commitment to customer success, your designated Raftr community administrator(s) have access to additional support in several ways.
Each of our campus partners is assigned a dedicated Success Manager, who not only manages their Raftr implementation process from community creation through campus launch, but also provides ongoing support to Community Admins. Your Success Manager serves as your primary point of contact at Raftr during the implementation process and beyond. They may also serve as a liaison between you and other Team Raftr members when needed 一 for example, with a member of the Product Team for general support or the Development Team for custom integrations.
Live Check-In Meetings
During the implementation process, your Success Manager will schedule regular live meetings with you to check in on your implementation and guide you through the process of building and launching your community. Post-launch, you can expect to meet with your Success Manager at least quarterly to review the health of your community and discuss strategies for community engagement. During this time, they may also highlight recent product updates, demonstrate new features and functionality, or consult on success strategies, depending upon your support needs.
Outside of scheduled meetings, your Success Manager is available to provide unlimited email support requests to community administrators with a two to three business day turnaround. If your campus is interested in upgrading to a higher level of support, please contact your Success Manager to discuss options or request a quote from Team Raftr.
Raftr is pleased to offer Community Admins access to both live training and on-demand resources for both individual campuses and our partners collectively. Two custom live training sessions are included in the one-time setup fee for all new community implementations, and one custom live training refresher is included in the annual license fee for all Raftr partners. Additionally, Raftr provides at least quarterly live training sessions focused on product updates and/or success strategies for all Raftr partners. We strongly recommend that at least one representative from your campus attends to stay up-to-date on the latest Raftr product updates and take full advantage of opportunities to learn success strategies. If your campus has additional training needs beyond our standard training support, please contact your Success Manager to discuss options or request a quote from Team Raftr.