Get help in Support Portal
Learn how to get technical assistance in Reltio Support Portal.
Need some help? Hop over to the Reltio Support Portal, where you can get the technical assistance you need to resolve issues and answer questions.
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.
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Standard - 4 designated contacts per production tenant purchased
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Premium - 8 designated contacts per production tenant purchased
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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:
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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.
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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.
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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.
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Provide visuals. Whenever possible, include screenshots to visually illustrate your question.
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- Request a technical task
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Need help implementing a solution, configuring a feature, or performing a technical task? Here's how to submit your request effectively:
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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.
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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.
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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.
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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.
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- Report a problem
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Encountering a bug or a glitch? Report it under Report an Issue with these steps to ensure a speedy and successful resolution:
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Describe the Issue. Explain what is happening versus what you expected to happen. Be as detailed as possible.
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Steps to Reproduce. Provide a step-by-step guide on how to replicate the problem. This is crucial for diagnosing the issue quickly.
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Impact Assessment. Describe how the issue is affecting your operations. Understanding the severity and scope helps us prioritize our response.
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Error Messages and Logs. Include any error messages, codes, or logs that are related to the issue. These often contain key insights for troubleshooting.
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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.
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Manage your designated contacts
With the Support plan that your organization has licensed, you're entitled to a number of Designated Contacts. (see plans and allocations here). Only these designated contacts can open support tickets, so it's important to keep this list up to date.
When your tenants were first provisioned, we set up a technical contact as your initial Designated Contact. Once you've identified the additional people for this role (up to the allowed maximum), have that first Designated Contact submit a ticket to add the others to the system. Be sure to include the name and email address for each person.
If you're designating a consultant from a Systems Integrator (SI) Partner as a contact, they might already be linked to their employer in our system. In this case, our system won't automatically know whether a new ticket from that person should be associated with their employer or with your organization. When submitting a ticket, the consultant will see a dropdown box where they can choose your organization as the customer. Please advise your consultant to select your organization from the dropdown when submitting tickets on your behalf.
You can also CC others on a ticket. Anyone CC'd will receive all updates via email in a read-only format. However, if a CC'd person is also a Designated Contact, they can add updates to the ticket by clicking the ticket link and accessing it through the Support Portal.