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If you need help or have questions, our support team is here to assist you! There are three ways to get support, either from our team or from fellow customers.

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Relevance AI Community

The Relevance AI Community is a platform to connect with fellow Relevance AI customers, Partners, AI experts and Rellies (Relevance AI team members). If you’re looking for support from your fellow users, including advice on how to build using our platform, we’d recommend reaching out to the Community and creating a question here.
Please note that this space is primarily monitored by our Community members, and is considered a peer to peer Community space. If your question in the Community has been left unanswered, you are welcome to reach out to our support team for help using the methods below.

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In-app chat ticket support

The fastest way to get in touch is through our in-app chat support:
  1. Log in to Relevance AI
  2. Click the Ask for Help button, found in the bottom left corner of Relevance AI in the sidebar (or use the keyboard shortcut CMD + K)
  3. Ask the AI Agent a question here, or click ‘Create a support ticket’ to start chatting with our support team
  4. Then, click on Start new chat to start chatting with our support team

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Email support

If you prefer, you can also email us at [email protected].

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Enterprise support

We offer priority support to Enterprise customers, including a dedicated Slack channel for support. We also offer custom implementation (agent building services and consultation) to our Enterprise customers, as well as a dedicated Account Manager and priority early access to new features. You can compare our plans, including all the value Enterprise has to offer your organization, on our pricing page. If you’d like to discuss an upgrade to Enterprise, please book a demo. If you don’t hear back from our sales team, please reach out to support via one of the methods above.

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Service Level Agreements (SLAs)

We offer the following first response times (FRT) SLAs, based on your subscription:
SubscriptionSLA
Enterprise1 business day
Team2 business days
Pro3 business days
While free customers can raise tickets at this time, we do not offer SLAs for free customers.
Our team currently only offer support to Free, Pro and Team customers between 9am - 5pm Sydney time (AEST / AEDT) on weekdays at this time. We do not offer weekend support. Our team is actively growing, and we will expand our support team globally in the future.

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Frequently asked questions (FAQs)

As a Business customer, if you already have a dedicated Slack channel, you can continue to use it to reach out to support. However, if you request to create a channel, we will not be able to create a channel for you, as the Business plan is in the process of being sunset.We offer Enterprise SLAs to Business customers, regardless of whether they reach out to us via Slack, email or chat.On your first renewal date on or after 1 December 2025, you’ll be moved to the Team plan, and you’ll have access to Team SLAs. If you have a dedicated Slack channel, this will be archived. If you wish to continue to have priority support, you will need to upgrade to Enterprise. If you’d like to discuss an upgrade to Enterprise, please reach out to support via your Slack channel or one of the methods listed above.To learn more about our pricing changes, you can read our FAQs here.
Our team members and AI Agents aren’t able to help answer questions. Please reach out using one of the methods above and we’ll be able to help you with your question or issue!
Our engineering team is on-call 24/7, and we will respond to any outages that occur outside of our supported hours. You may not receive a response outside of our supported hours, but our engineering team will come online to address any alerts / outages and swiftly resolve them.
Bug reports are sent to our engineering team for investigation, however, we don’t respond to bug reports. If you need immediate help or want to follow up on a bug report, please reach out to support via one of the methods above.
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