How to reach out to our support team

How to contact Relevance AI support for help and questions

If you need help or have questions, our support team is here to assist you! There are three ways to get support, either from our team or from fellow customers.

Relevance AI Community

The Relevance AI Community is a platform to connect with fellow Relevance AI customers, Partners, AI experts and Rellies (Relevance AI team members).

If you’re looking for support from your fellow users, including advice on how to build using our platform, we’d recommend reaching out to the Community and creating a question here.

Please note that this space is primarily monitored by our Community members, and is considered a peer to peer Community space. If your question in the Community has been left unanswered, you are welcome to reach out to our support team for help using the methods below.

In-app chat ticket support

The fastest way to get in touch is through our in-app chat support:

1. Log in to Relevance AI
2. Click the Ask for Help button, found in the bottom left corner of Relevance AI in the sidebar (or use the keyboard shortcut CMD + K)
3. Ask the AI Agent a question here, or click ‘Create a support ticket’ to start chatting with our support team
4. Then, click on Start new chat to start chatting with our support team

Email support

If you prefer, you can also email us at [e-mail].

Phone support

We only offer dedicated staff calls for Enterprise customers.

If you’re on a Free to Team plan, we offer calls with Harley, an AI support agent who can walk through your concerns with you.

How to request a call from Harley:

1. Raise a support ticket first, including a description of your concern
2. Request a call in your ticket, providing:
   • Your phone number
   • A suitable time within our business hours (9am - 5pm Sydney time (AEST / AEDT) on weekdays)

Beta Service Notice: Harley is currently in beta and may experience bugs or errors. This is an early-stage service, and we welcome constructive feedback to help us improve the experience.

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Enterprise support

We offer priority support to Enterprise customers, including a dedicated Slack channel for support. We also offer custom implementation (agent building services and consultation) to our Enterprise customers, as well as a dedicated Account Manager and priority early access to new features.

You can compare our plans, including all the value Enterprise has to offer your organization, on our pricing page.

If you’d like to discuss an upgrade to Enterprise, please book a demo. If you don’t hear back from our sales team, please reach out to support via one of the methods above.

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Service Level Agreements (SLAs)

We offer the following first response times (FRT) SLAs, based on your subscription:

Subscription	SLA
Enterprise	1 business day
Team	2 business days
Pro	3 business days

While Free customers can raise tickets at this time, we do not offer SLAs for free customers.

Our team currently only offer support to Free, Pro and Team customers between 9am - 5pm Sydney time (AEST / AEDT) on weekdays at this time. We do not offer weekend support. Our team is actively growing, and we will expand our support team globally in the future.

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Frequently asked questions (FAQs)

Do you use AI Agents in your support process?

Yes! We dogfood our own AI Agent platform across all teams, including support. We’re AI-first and use AI Agents throughout our support process for answering customer questions, researching our platform, and drafting documentation.

The level of support you receive depends on your subscription:

• Free tier: AI Agent support and Community access
• Pro and Team tiers: A mixture of human and AI support
• Enterprise tier: Dedicated support including account managers, with AI assistance

This approach allows us to provide faster, more consistent support while ensuring human experts are available for complex issues.

What are your communication guidelines?

We’re committed to providing excellent support in a respectful and professional environment. We expect professional and respectful communication across all channels, including support tickets, email, and Community forums.

Aggressive, antagonistic, or abusive language—including swearing—may result in our inability to provide support. Our team members deserve a safe and respectful work environment.

All interactions are governed by our Terms & Conditions. We welcome constructive feedback about our products and services, and we encourage you to share it professionally.

I was on the Business plan — what support and SLAs are available to me?

The Business plan has been sunset, and all Business customers have automatically been moved to the Team plan. If you’d like to retain your dedicated Slack channel, please contact our sales team to discuss an upgrade to Enterprise.

I emailed a team member / AI Agent at Relevance AI for support and didn't get an answer - how do I get help?

Our team members and AI Agents aren’t able to help answer questions. Please reach out using one of the methods above and we’ll be able to help you with your question or issue!

What if I experience an outage outside of our supported hours?

Our engineering team is on-call 24/7, and we will respond to any outages that occur outside of our supported hours. You may not receive a response outside of our supported hours, but our engineering team will come online to address any alerts / outages and swiftly resolve them.

I raised a bug report in product -- why haven't I heard back?

Bug reports are sent to our engineering team for investigation, however, we don’t respond to bug reports. If you need immediate help or want to follow up on a bug report, please reach out to support via one of the methods above.