How do I get support?

ConvertMate offers multiple support channels depending on your plan level. All customers can access documentation and community resources, with paid plans receiving direct support with guaranteed response times.

Support channels

Help documentation

Available to: All users (including free plan) Access:

• Help icon in top navigation (question mark)
• Help center at https://app.convertmate.io/help
• Searchable articles covering all features

Best for:

• Learning how to use specific features
• Step-by-step connection guides
• Understanding concepts and workflows
• Troubleshooting common issues

Response time: Immediate (self-service) Browse help articles

In-app chat widget

Available to: All users Access:

• Click the chat icon in the bottom-right corner
• Available on all pages within ConvertMate
• AI-powered assistant for instant answers

Best for:

• Quick questions while working
• Finding relevant help articles
• Getting started guidance
• Feature explanations

Response time:

• AI assistant: Immediate
• Human handoff: Varies by plan (see email support times)

The chat widget tries to answer using AI first, then escalates to human support if needed.

Email support

Available to: All users Contact: support@convertmate.io Best for:

• Detailed technical questions
• Account-specific issues
• Billing inquiries
• Bug reports
• Feature requests

Response times by plan:

• Free plan: 72 hours (weekdays only)
• Starter plan: 48 hours (weekdays only)
• Growth plan: 24 hours (weekdays), 48 hours (weekends)
• Business plan: 12 hours (24/7)
• Enterprise plan: 1 hour for critical issues (24/7)

These are maximum response times. We often respond faster, especially for urgent issues.

Priority support (Growth, Business, Enterprise)

Available to: Growth plan and above Features:

• Faster response times
• Jump to front of support queue
• Screen sharing available
• Video call support for Business/Enterprise
• Dedicated support channel

To access:

• Email support@convertmate.io from account email
• Mention your plan level for priority handling
• Include account details in subject line

Dedicated account manager (Enterprise)

Available to: Enterprise plan only Features:

• Named account manager
• Direct phone/email contact
• Proactive check-ins
• Quarterly business reviews
• Strategic planning assistance
• Custom training sessions

To access:

• Your account manager contacts you after signup
• Direct email/phone for all inquiries
• Dedicated Slack channel option

Community forums

Available to: All users Access: Coming soon Best for:

• Peer-to-peer advice
• Sharing best practices
• Feature discussions
• Industry-specific tips

Response time: Community-driven

What to include in support requests

To get the fastest, most helpful response:

Essential information

Account details:

• Email address associated with account
• Plan level (Free, Starter, Growth, Business, Enterprise)
• Workspace name (if you have multiple)

Issue description:

• What you were trying to do
• What happened instead
• When the issue started
• Is it consistent or intermittent

Steps to reproduce:

1. First I did this
2. Then I clicked here
3. And this error appeared

Error messages:

• Copy the exact error text
• Take screenshots showing the error
• Note the time the error occurred

Helpful additions

Screenshots or screen recordings:

• Show the issue visually
• Use tools like Loom for screen recordings
• Annotate screenshots to highlight the problem

Browser and device info:

• Which browser (Chrome, Firefox, Safari, Edge)
• Browser version
• Operating system (Windows, macOS, Linux)
• Device type (desktop, mobile, tablet)

Already tried:

• Steps you've already taken to fix it
• Help articles you've consulted
• Whether the issue occurs in different browsers

This information helps us diagnose and solve issues much faster.

Types of support requests

Technical issues

Examples:

• Platform connection errors
• Agent execution failures
• Data not syncing
• Features not working as expected
• Performance problems

Priority: High (especially if blocking work) Typical resolution time: 1-3 business days

Account and billing

Examples:

• Payment questions
• Plan changes
• Invoice requests
• Credit inquiries
• Refund requests

Priority: Normal Typical resolution time: 1-2 business days

Feature questions

Examples:

• How to use specific agents
• Best practices
• Configuration help
• Workflow setup assistance

Priority: Normal Typical resolution time: 1 business day (often same day) Tip: Check help documentation first, as many feature questions are answered there.

Bug reports

Examples:

• Something clearly broken
• Inconsistent behavior
• Data inaccuracies
• Security concerns

Priority: High to Critical (depending on severity) Typical resolution time:

• Critical bugs: Same day
• High priority bugs: 2-3 days
• Low priority bugs: Next release cycle

Feature requests

Examples:

• Suggesting new agents
• Integration requests
• UI improvements
• New capabilities

Priority: Normal Process:

• We log all feature requests
• Popular requests are prioritized
• Growth/Business/Enterprise customers' requests weighted higher
• Updates provided quarterly on feature roadmap

Escalation process

If you're not getting the help you need:

Step 1: Reply to existing support ticket

• Don't create new tickets for the same issue
• This keeps conversation in one place

Step 2: Mark as urgent if time-sensitive

• Add "URGENT" to subject line
• Explain why it's time-sensitive
• This gets management attention

Step 3: Contact leadership

• Email leadership@convertmate.io for escalation
• Include original ticket number
• Explain escalation reason

Support hours

Email support hours

Free and Starter plans:

• Monday-Friday, 9 AM - 5 PM EST
• No weekend or holiday support
• Tickets received outside hours answered next business day

Growth plan:

• Monday-Friday, 8 AM - 8 PM EST
• Saturday-Sunday, 10 AM - 4 PM EST
• Holidays: Limited support

Business plan:

• 24/7 support every day
• Holidays: Full support maintained

Enterprise plan:

• 24/7 support every day
• Dedicated on-call for critical issues
• Guaranteed SLA response times

In-app chat hours

AI assistant: 24/7 (always available) Human handoff: Follows email support hours for your plan

Self-service resources

Often the fastest way to get answers:

Help center

Comprehensive documentation:

• Platform connection guides
• Agent usage instructions
• Troubleshooting articles
• Best practices
• Video tutorials (coming soon)

Visit help center

Knowledge base search

Use search to find:

• Specific feature explanations
• Common error solutions
• Configuration examples
• Integration guides

Status page

Check for known issues:

• Platform uptime
• Scheduled maintenance
• Ongoing incidents
• Resolution updates

Check status page

Product updates

Stay informed about new features:

• Release notes
• New agent announcements
• Integration additions
• Bug fixes

Check in-app notifications for latest updates.

Getting the best support experience

Do's

Be specific:

• "Agent X fails when I try to optimize products" is better than "Something's broken"

Include details:

• Account email, plan level, screenshots

Try help docs first:

• Many questions are already answered
• Faster than waiting for support

Be patient:

• Support responds within guaranteed timeframes
• Complex issues take time to investigate

Follow up:

• If you don't hear back, reply to the ticket
• Don't create duplicate tickets

Don'ts

Don't create duplicate tickets:

• Makes tracking harder
• Slows down response

Don't expect instant fixes for complex issues:

• Some problems require investigation
• We prioritize critical issues affecting many users

Don't be abusive:

• Our team wants to help
• Respectful communication gets better results

Emergency situations

Critical issues requiring immediate attention

What qualifies as critical:

• Platform completely down for you
• Data loss or corruption
• Security concerns
• Payment processing failures affecting your business

How to report:

1. Email support@convertmate.io with "CRITICAL" in subject
2. Use in-app chat for immediate escalation
3. Include all relevant details
4. We prioritize and respond ASAP

Response expectations:

• Business/Enterprise: Within 1 hour
• Growth: Within 4 hours
• Starter/Free: Within 24 hours

Providing feedback

We want to hear from you:

Positive feedback

Worked well? Tell us:

• Email support@convertmate.io with success stories
• Leave reviews (helps others discover ConvertMate)
• Share on social media

Constructive criticism

Something not working? Help us improve:

• Specific issues get specific fixes
• Feature requests are logged and reviewed
• UI/UX feedback influences design decisions

Feature requests

Want something new?

• Email support@convertmate.io with detailed request
• Explain your use case (helps us understand why)
• Higher-tier plans get weighted votes

We review all feedback and incorporate it into our roadmap.

Support for integration partners

E-commerce platform specific:

• Shopify issues: support@convertmate.io
• WooCommerce issues: support@convertmate.io
• BigCommerce issues: support@convertmate.io
• Adobe Commerce issues: support@convertmate.io

We coordinate with platform partners when needed for complex integration issues.

Training and onboarding

Free for all users:

• Self-paced help documentation
• Getting started guide
• Video tutorials (coming soon)

Business plan includes:

• Onboarding call available
• Team training session
• Best practices consultation

Enterprise plan includes:

• Dedicated onboarding manager
• Custom training for your team
• Ongoing strategic reviews
• Industry-specific guidance

Summary of support by plan

| Plan | Email Response | Chat Support | Phone/Video | Account Manager | |------|----------------|--------------|-------------|-----------------| | Free | 72 hours | AI only | No | No | | Starter | 48 hours | AI + human | No | No | | Growth | 24 hours | Priority | On request | No | | Business | 12 hours | Priority | Yes | No | | Enterprise | 1 hour | 24/7 priority | Yes | Yes |

What's next

• Browse help documentation
• Check platform status
• View your plan
• Contact support

Need help right now? Click the chat widget in the bottom-right corner or email support@convertmate.io.