Need some help?
Solve your own problems or enter a support case.
Not to worry - we're here for you!
The Reltio Support Portal has everything you need to get back on track. The portal includes a comprehensive knowledge base full of troubleshooting articles. It's also the place to go to submit requests for assistance. Learn how to make the most of your interactions with us to ensure efficient and effective answers and resolutions.
Help yourself to our Support Articles and Community
Review our Knowledge Base to see if we've already answered your question.
Also check out the Reltio Community to see if other customers who faced similar challenges found an answer that will help.
Contact a Supportive Person
Still off track? Enter a Support Case and we'll help you get back on the road. Please note that only designated contacts for your organization can open a support case. Not sure who your designated contact is? Need to be added as a designated contact? Your Customer Success Manager can help.
Standard - 4 designated contacts per production tenant purchased
Premium - 8 designated contacts per production tenant purchased
Concierge - 12 designated contacts per production tenant purchased
- Ask questions
- When you have a question about a feature, need clarification on our documentation, or are looking for best practices, the Ask Questions section is here to help. Here's how to frame your question for a swift and precise response:
Be Specific. Clearly define what you’re trying to achieve. Include any relevant details about your use case or the specific outcomes you’re seeking.
Include Context. Offer a brief description of what led to your question. Understanding your workflow helps us provide a solution that fits within your operational context.
Reference Materials. If you’ve consulted any documentation or resources, mention them. This helps us understand your level of familiarity and avoid suggesting solutions you’ve already tried.
Provide visuals. Whenever possible, include screenshots to visually illustrate your question.
- Request a technical task
Need help implementing a solution, configuring a feature, or performing a technical task? Here’s how to submit your request effectively:
Define the Objective. Clearly articulate the goal you’re trying to achieve. Understanding the "why" behind a request enables us to provide more targeted assistance.
Detail the Requirements. List all the specific requirements or steps you believe are necessary. If you’re not sure, describe what you’ve considered so far.
Provide a timeline. While we strive to address every request promptly, knowing your timeline helps us prioritize effectively. Please let us know if your task is tied to critical deadlines.
Check access and permissions. If our team needs access to specific systems or data to accomplish the task, please provide detailed instructions or prepare the necessary permissions in advance, in accordance with your organization’s security policies.
Technical tasks include tenant cloning, tenant snapshots, and other tenant-related help.
- Report a problem
Encountering a bug or a glitch? Report it under Report an Issue with these steps to ensure a speedy and successful resolution:
Describe the Issue. Explain what is happening versus what you expected to happen. Be as detailed as possible.
Steps to Reproduce. Provide a step-by-step guide on how to replicate the problem. This is crucial for diagnosing the issue quickly.
Impact Assessment. Describe how the issue is affecting your operations. Understanding the severity and scope helps us prioritize our response.
Error Messages and Logs. Include any error messages, codes, or logs that are related to the issue. These often contain key insights for troubleshooting.
Visual Proof. Screenshots or screen recordings of the issue in action can be incredibly helpful in understanding the exact nature of the problem.
By providing detailed and structured information in your tickets, you enable the Reltio Customer Engineering team to serve you more effectively, leading to quicker resolutions and a smoother experience with our platform.