Contacting support

Three ways in, and which one you want depends on whether you are signed in.

From inside Teralo. Click your name at the bottom of the sidebar, then Support. This is the best route, because it arrives already knowing who you are and which account you are in.

By email, to support@teralo.co.

From the website, at teralo.co/contact, which is the route to use if you cannot sign in. It asks you to pick whether the enquiry is general, sales or support, and routes it accordingly.

Before any of them, the search box at the top of this help centre is worth thirty seconds. It reads the whole of every article rather than only the titles.

The Support form

Three fields. Your email address is filled in from your account and cannot be edited, because that is where the reply goes. Then a subject and a message.

The subject is what a person sees first in a queue, so make it the problem rather than the word "problem": "Progress claim will not export to Xero" beats "Urgent issue".

There is a separate Feedback item in the same menu. Use Support when something is wrong and Feedback when something could be better. They go to different places and are read with different expectations.

What to include

The difference between one reply and four is usually in the first message.

Your user ID. It is the first row on your profile page, with a copy button beside it. It names your account exactly, where your name and email might match somebody else's. See Your profile.

The exact address of the page. Copy it out of the browser. It carries the organisation, the project and the record, which is three questions answered at once.

What you expected and what happened instead, in that order. "I approved the claim and expected it to certify; the button spun and the status is still Submitted."

When. Roughly is fine. It is what makes a server log searchable.

A screenshot of the whole window, including the sidebar and the breadcrumb, rather than a crop of the error. The chrome around the error is often where the answer is.

Do not send passwords. Nobody at Teralo will ever ask for one, and there is nothing support can do with it that it cannot do without it.

Response times, and what happens next

You get a reply to the email address on your account.

Response times depend on your organisation's plan and on how serious the problem is. Guest organisations have standard support; host organisations have the enterprise tier, which includes a dedicated line for a total outage. The four priority levels, and the target response time for each, are set out in the service level agreement.

The short version: a complete outage with no workaround is answered within an hour on a host plan, and general questions inside a working day or two on either.

Things only Teralo support can do

Worth knowing, because these are the ones where asking somebody in your own organisation gets you nowhere.

Reset two-factor authentication. If you have lost the app and your backup codes, nobody in your organisation can lift it. It is a form to Teralo support and an identity check. See Security and two-factor authentication.

Change an organisation's base currency, which is locked after it is set. See Setting up your organisation.

Raise a fair-use limit. Storage per project and monthly broadcast SMS are both capped at figures that suit almost everybody, and both can be lifted for an organisation that genuinely needs it. See Plans and entitlements.

Change which tools an enterprise agreement covers, which is a commercial conversation rather than a setting.

Configure a guest organisation's tool lists, which has no page of its own. See The tools catalogue.

Things Teralo deliberately will not do

Approve or reject your organisation's join applications. Who belongs to your company is your decision, and support access stops short of it on purpose. See Members and user applications.

Read your AI conversations. A chat is private to the person who created it, and there is no screen anywhere in Teralo that shows one person another person's conversation. See Privacy and training.

Before you write, one thing to try

If the problem is that something you expect to be there is not, work through Troubleshooting first. Most of what reaches support in that shape turns out to be a permission template, a plan, or the wrong project, and all three are faster to check yourself than to ask about.