Get help in Support Portal
Learn how to get technical assistance in Reltio Support Portal.
You can use the Reltio Support Portal to explore support resources and submit a request for help or information.
Explore our support resources
The following resources are available in the Support Portal for troubleshooting and guidance:
- Knowledge Base: Technical articles and how-to guides from the Reltio Support team. Useful for resolving common issues or learning feature workflows.
- Reltio Community: Peer discussions, shared use cases, and best practices from other Reltio users and experts.
Submit a support request
You can submit a support request on the Reltio Support Portal. A Reltio Support Engineer will follow up to help with any product questions, enhancement requests, tasks, or technical issues.
Note: Only designated contacts in your organization can create tickets. If you're not a designated contact, reach out to your organization's Designated Contact Administrator or Customer Success Manager. For more information, see https://reltio.heretto.com/api/get/c-box-techasst-ops-support-customercontacts.dita.
Support requests are of three types: Break-Fix Problems, Tasks, and Product Questions.
- Report a Break-Fix Problem
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Use this request type to report bugs, errors, or unexpected behavior in the platform. To help Reltio Support respond effectively, include the following details:
- Describe the Issue: Explain what is happening versus what you expected. Be as specific as possible.
- Steps to Reproduce: Provide a step-by-step guide on how to replicate the problem. This helps us diagnose the issue quickly.
- Impact Assessment: Describe how the issue is affecting your operations. Understanding the severity and scope helps us prioritize our response. See Severity Definitions in the Support Policy.
- 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 are helpful in understanding the exact nature of the problem.
- Request a Task
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Use this request type when you need help performing a technical action or want to suggest a product improvement. Tasks are of two types:
- Technical tasks: For requesting help with specific actions in your tenant, such as cloning, snapshots, or configuration changes.
- Enhancement requests: For suggesting improvements to existing features or proposing new capabilities.
To help Reltio Support respond effectively, include the following information:- Define the Objective: Clearly describe the outcome you're trying to achieve.This helps us understand the context and purpose of the request.
- Detail the Requirements: Describe the conditions or inputs needed to complete the task. If you're unsure, share what you've already tried or considered.
- Provide a Timeline: Share a timeline so we can prioritize accordingly.
- Ask a Product Question
- Use this request type to ask about Reltio features, clarify documentation, or get guidance on usage best practices. To help Reltio Support respond effectively, include the following details:
- Be Specific: Clearly describe what you're trying to achieve, including any relevant use case details or expected outcomes.
- Include Context: Briefly explain what led to your question. Understanding your workflow helps us tailor our response.
- Reference Materials: Mention any documentation or resources you've already consulted. This helps avoid repeating known guidance.
- Provide Visuals: Whenever possible, include screenshots or recordings to visually illustrate your question.