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. 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 Ticket
To better support you, we request that you submit the following when starting a chat with our support team:
Urgency - Please define the urgency you are experiencing in accordance with the definitions outlined below.
URL of Current View - If applicable, please provide us with the URL of the view and scenario you are working in within Toolio.
Loom Link - If applicable, please provide us with a loom link walking through the issue you are experiencing.
Help via Email
Finally, you can always reach out to our Customer Success team via email at success@toolio.com.
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 | Definition | SLA: Time to Acknowledge | SLA: Time to Status | SLA: Time to Resolve (Target) |
Urgent | 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 |
High | Reduced functionality. The customer has limited functionality. | <60 mins | 1 business day from First Response
Repeats:
2 x Weekly
| 2 business days from First Response |
Medium | Customer usage has been impacted in a minor fashion. | <60 mins | 2 business days from First Response
Repeats: Weekly | 7 business days from First Response |
Low | Cosmetic and no functional customer impact. | <60 mins | 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