Accessing Customer Support

Getting help with Toolio is easy. Just reach out to us via live chat or email.

Updated over a week ago

We want to make is super easy to use Toolio and are here to help if you need any. Our help center is a good place to start if you have any questions.

Contacting Support

To ensure effective and timely support, please share as much information as possible with our Support team about any issues or questions you may have. We love to receive Loom videos from our customers!

Help via Intercom

Toolio support is available to all members of your team via live chat, powered by Intercom. Toolio users can access Intercom by selecting the question mark in the upper right-hand corner.

Please note that Live Support via In-App Chat is available 10am - 6pm EST, Monday through Friday.

Not a user of Toolio? Not a problem- you can access support via our Help Center via the chat icon located in the lower-right corner of your screen. In the rare chance of a Toolio outage, users should contact their CSM or IS using the Help Center.

Starting an Intercom Conversation

To better support you, we request that you submit the following when starting a chat with our support team:

  1. Urgency - Please define the urgency you are experiencing in accordance with the definitions outlined below.

  2. URL of Current View - If applicable, please provide us with the URL of the view and scenario you are working in within Toolio.

  3. Loom Link - If applicable, please provide us with a loom link walking through the issue you are experiencing.

Reviewing a Previous Intercom Conversation

If you want to get back to a previous intercom conversation, you can always do that by opening Intercom, clicking < if you are in a specific conversation, and click Messages to see all conversations in a single place. Below is a quick video to show how.

Help via Email

Finally, you can always reach out to our Customer Success team via email at

Subscribe to Outage Notifications

Lastly, we recommend all team members subscribe to outage notifications here.

Toolio Support Availability

Direct Support

We offer direct support via chat from 10:00AM - 6:00 PM EST, Monday through Friday. Support inquiries are prioritized by severity, which is consistent across all support communication channels. Our support teams personalized training videos through Loom when needed to ensure effective troubleshooting, problem resolution and assistance.

Urgency Definitions and Corresponding SLA's

Severity Level


SLA: Time to Acknowledge (Target)

SLA: Time to Status (Target)

SLA: Time to Resolve (Target)


Severe customer impact. The customer cannot use the product as is.

<60 mins

0.5 business day from First Response

Repeats Daily

1 business day from First response


Reduced functionality. The customer has limited functionality.

<90 mins

1 business day from First Response


2 x Weekly

3 business days from First Response


Customer usage has been impacted in a minor fashion.

<1 day

2 business days from First Response

Repeats: Weekly

7 business days from First Response


Cosmetic and no functional customer impact.

<1 day

7 business days from First Response

Repeats: Weekly

30 business days from First Response

Self Service Help

Indirect support is available 24/7 via our Self Service Help Center, which contains:

  • How to articles and videos on features and workflows

  • New feature and release trainings

  • Resources for new users

  • Best Practices, Add Ons, and FAQs

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