Accessing Support

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:

In-App Support

On the web platform, members can access in-app support by selecting the Support (?) icon on the app header. They will see links to the Support Center, our searchable knowledge base of articles, videos, resources, and FAQs, as well as a support request form. On the mobile apps, members can access in-app support by navigating to their Profile and selecting the Support (?) icon. They can also go to their profile settings by tapping the Settings (gear) icon to find a link to 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.

Success Manager

Each of our community partners is assigned a dedicated Success Manager, who not only manages their Raftr implementation process from community creation through 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. 

Email Support

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 community 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. 

Training Support

Raftr is pleased to offer Community Admins access to both live training and on-demand resources for both individual communities 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 community attends to stay up-to-date on the latest Raftr product updates and take full advantage of opportunities to learn success strategies. If your community has additional training needs beyond our standard training support, please contact your Success Manager to discuss options or request a quote from Team Raftr.

Raftr for Raftr Admins Community

Administrative users can also get advice from peers and stay up to date on trainings by visiting the Raftr for Raftr Admins community. If you or one of your staff are not already joined to the community, let your Success Manager know and they will be happy to add you.