How to engage with Quandri support:
- Email support@quandri.io and explain the issue you are seeing with as much detail as possible
- Include information that may help the investigation such as documents, dates and timelines, policy numbers, etc.
- Title the email with:
- The bot in relation to your question
- The issue you are seeing
- Ex. “eDoc Executive: Incorrect Naming of Documents (November 2nd 2023)
- You will receive an automatic reply from the support email stating that the issue is being reviewed by our support team and we will get back to you with an answer shortly
Timelines and expectations:
After you submit your email, you will receive an automated response letting you know that your email has entered the support queue. Following that, you will receive a response from a member of the support team within 4 business hours.
When Quandri receives your email, your support ticket is shared with the correct technical team. Here is a list of the types of replies to expect:
- Acknowledgement that the ticket is being worked on and we will get back with an update
- Acknowledgement that the ticket may be expected behaviour, or may be a feature request and will be added to our backlog
- Resolution of the ticket and closing the loop on the issue
- Follow up to receive additional information about the issue
What to do if your bot is stuck or failed:
If your bot is stuck or failed, we will have an update for you from the technical team within a business day. Should the issue be related to poor performance or a major bug, we will update you within two business days. If the inquiry is for an adjustment to the bot’s output, we will update you within two weeks.
Best practices:
Adhere to the best practices below for the most efficient and timely resolution to your ticket:
- Include your Customer Success Manager as “cc” on the email so they can track the support ticket
- Keep everything in one email thread to ensure nothing is lost within the ticket
- Include as much detail as possible and include screenshots and examples when necessary
Can’t resolve your issues via our Knowledge Hub? Email us at support@quandri.io with your query.