Summary

Whenever you're having an issue or looking to do more with our products, our Customer Success Organization is here to help.

Below are the contacts for both Support and Customer Success, and the escalation paths in case you ever need those.

Support

Support is here to help you with product issues, something that was working before and now it's not working anymore, or any general help about the products.

How to reach support?

• Open a support ticket via:
  • The Portal - You can use this portal to open requests for support:
    • This link is for general requests
    • or Submit a request  to specifically ask for other users to be added to the portal
  • Email - Just email support@redwood.com, a ticket will be automatically created for you, and the team will reach back to help
  • Phone - All the phone numbers for support are available on the portal main page (here).  When you call a ticket will be automatically created, and an agent will pick up the call.
    If all agents are busy, you will have the option to leave a message, and an agent will follow up.

What if I need to escalate a ticket?

If for any reason you need to escalate a ticket, there are several ways to do so:

1. Using the portal:
   1. Each ticket contains a button to escalate the ticket.
      
   2. Once you click on "Escalate Ticket", the ticket will be tagged with an escalation and enter a special queue
   3. The support management team will be notified about the escalation
2. Via email:
   1. You can escalate to the support management team by emailing support.escalations@redwood.com
      
      
3. Via phone:
   If you need to contact a manager for an urgent incident, please contact support via the phone number +1 919 447 7729 and request a callback from the manager (Manager on call). Please make sure that you provide the Zendesk ticket number, your name, and phone number (including country code).