Raising a Question with Support

Although we do our best to keep the platform intuitive and prevent issues from arising, there may come a time when you are stuck on a problem and need help. A feature may not be performing correctly, or you may be confused about how to successfully complete a task. When that happens, we will work to resolve the issue as fast as we can. We always urge clients to first search our Help Documentation as this answers most general questions about functionality. However, if you are still left with something unanswered, you can reach out using the process below, or you can email us directly at help@academyofmine.com.

In this article

Support Beacon

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When logged in as an Admin, you will have access to our Support Beacon throughout every page of your dashboard. In the lower right corner of each page, you'll see a button that says Tutorials & Support.

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Selecting this button will open the full Support Beacon.

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The Close button will minimize the Support Beacon again.

Search for Answers

The Support Beacon allows you to quickly find answers to your issues by allowing you to search the Academy of Mine Knowledge Base without leaving your current page.

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At the top of the Support Beacon, select Answers.

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Use the search bar to ask your question or search for keywords. Your search will bring up the most relevant Knowledge Base articles, and hopefully you will quickly find the answer to your question.

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Selecting an Knowledge Base article that pops up in the results will open the article inside the Support Beacon.

Ask a Question

If a search through the Knowledge Base did not yield the results you were hoping for, you can ask a question directly to the Support team. 

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At the top of the Support Beacon, select Ask.

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Ask your question in a message to the Support team. 

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In the Subject field, please provide a brief description of your issue.

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In the Content section, please provide us with all the details you can. The more information the Support team can start with, the faster we will be able to investigate the problem and resolve it. 

Please try to include the following information in your message, if possible:

  • Are you experiencing this issue yourself? If not, what is the email of the user experiencing the issue?
  • What browser is the person using?
  • What were you doing or trying to do when the issue occurred and do you have a timestamp for when it occurred
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Please provide a screenshot of the error if possible by using the Add Media button inside the Content section.

Support Team Response Time

Once your message is sent, the Support team will do its best to respond to your issue as quickly as possible. Typically, we respond anywhere from a few minutes (yes, really!!) to a couple of hours on average on a working business day including weekends/holidays. It also depends on the nature of your request. For example, a nice to have feature request on a weekend may get a slower response than a more critical/pressing issue/question/bug. But overall, we also respond within 24 hours to any question either with a resolution or with a plan/proposal if not possible to address immediately. 

For more high level discussions on new requirements/enhancements or any other topics,  you can reach out to your assigned Account Manager if needed.