Contact Support

Our support team is here to help you get the most from RivalReport. Here's how to reach us and what to expect.

Contact Methods

Email Support

Email: support@rivalreport.io

Best for:

Technical issues
Account questions
Feature requests
Bug reports

Response time: Within 24 hours (usually faster)

Priority Support (Agency & Enterprise)

Agency and Enterprise customers receive priority support:

Faster response times (typically within 4 hours)
Direct access to senior support staff
Dedicated support channel in Slack (Enterprise)

Before Contacting Support

To help us resolve your issue quickly, please:

Check this knowledge base — Your answer may already be here
Note the error message — Copy the exact error text
Take a screenshot — Visual context helps us understand the issue
Note the steps to reproduce — What were you doing when the issue occurred?
Check your browser — What browser and version are you using?

What to Include in Your Support Request

For the fastest resolution, include:

Your account email — So we can find your account
Description of the issue — What happened vs. what you expected
Steps to reproduce — How can we recreate the problem?
Screenshots or recordings — Visual evidence helps enormously
Browser and device — Chrome, Firefox, Safari, etc. and desktop/mobile
When it started — Did this just start, or has it always been an issue?

Example of a Good Support Request

Subject: Can't add new competitor - getting error

Hi,

I'm trying to add Acme Corp as a competitor but getting an error.

Account email: jane@company.com

Steps:

Clicked "Add Competitor"

Typed "Acme Corp"

Selected the company from results

Clicked "Confirm"

Got error: "Unable to add competitor"

Screenshot: [attached]

Browser: Chrome 120 on MacOS

This started today. I have 3/5 competitors on the Standard plan.

Thanks!

Response Times

Plan	Typical Response
Free Trial	Within 48 hours
Standard	Within 24 hours
Agency	Within 4 hours
Enterprise	Within 2 hours

Response times are for business hours (9 AM - 6 PM ET, Monday-Friday). We monitor for critical issues outside these hours.

What Support Can Help With

Our support team can assist with:

Technical issues — Bugs, errors, things not working
Account management — Billing, upgrades, cancellations
How-to questions — Using features, best practices
Data questions — Understanding your reports
Feature requests — Suggestions for improvements
Integration help — Slack, API, and other integrations

What Support Cannot Do

Some things are outside support scope:

Strategic consulting — We can't advise on competitive strategy
Custom development — For custom integrations, contact sales
Immediate phone support — We're email/chat-first
Access to other accounts — We can only discuss your account

Escalation

If you're not satisfied with a support response:

Reply to the ticket asking for escalation
Your issue will be reviewed by a senior team member
You'll receive a response within 24 hours

Sales Inquiries

For sales-related questions:

Email: sales@rivalreport.io

Best for:

Enterprise pricing
Custom contracts
Volume discounts
Partnership inquiries

Feedback

We love hearing from customers! Share:

Feature ideas — What would make RivalReport better?
Success stories — How has RivalReport helped you?
Product feedback — What's working well? What isn't?

Send feedback to support@rivalreport.io with "Feedback" in the subject line.

Status and Incidents

Service Status

Check current system status at any time. If you're experiencing issues, check status first to see if there's a known incident.

Incident Communication

During service incidents:

We'll update the status page immediately
Email notifications are sent for major incidents
Updates are posted regularly until resolution
Post-incident reports are shared for significant issues

Community

Connect with other RivalReport users:

Share tips and best practices
Learn how others use competitive intelligence
Get inspired by use cases

Check your dashboard for community links.