Categories

Getting Help and Support

Quick Summary

Thrivepix offers multiple ways to get help and support. Learn how to contact support, response time expectations, escalation process, and how to handle emergency requests.

What You'll Learn

  • How to contact support
  • Response time expectations
  • Types of support available
  • Escalation process
  • Emergency request handling
  • Self-service resources

How to Contact Support

Support Email

Primary Support: support@thrivepix.com

When to Use:

  • Technical issues with platform
  • Account access problems
  • Billing questions
  • General inquiries
  • Feature requests
  • Bug reports

What to Include:

  • Your account email
  • Clear description of issue
  • Screenshots if applicable
  • Steps to reproduce (for bugs)
  • Browser and device info (for technical issues)

Message Your Project Manager

When to Use:

  • Questions about your requests
  • Project-specific issues
  • Request prioritization
  • Team member concerns
  • Workflow questions

How to Message:

  1. Log into portal.thrivepix.com
  2. Click "Messages"
  3. Select your project manager
  4. Write your message
  5. Send

Request Comments

When to Use:

  • Questions about specific request
  • Clarifications needed
  • Technical questions for developer/designer
  • Feedback on work in progress

How to Comment:

  1. Open the request
  2. Scroll to comments section
  3. Write your comment
  4. @mention team member if needed
  5. Post comment

Live Chat (Coming Soon)

Live chat support is planned for future release:

  • Real-time chat with support team
  • Instant answers to quick questions
  • Screen sharing for technical issues
  • Available during business hours

Response Time Expectations

Support Email Response Times

Standard Inquiries:

  • Business Hours: Within 4 hours
  • After Hours: Next business day
  • Weekends: Next business day (Monday)

Urgent Issues:

  • Business Hours: Within 1 hour
  • After Hours: Within 2 hours (emergency line)
  • Weekends: Within 4 hours (emergency line)

Business Hours:

  • Monday - Friday: 9 AM - 6 PM EST
  • Closed: Weekends and major holidays

Project Manager Response Times

  • Direct Messages: 2-4 hours during business hours
  • Request Comments: 2-4 hours during business hours
  • Urgent Messages: Within 1 hour
  • After Hours: Next business day

Request Turnaround Times

  • Average: 24-72 hours per request
  • Simple Requests: Often completed in 24 hours
  • Complex Requests: May take 3-5 days
  • Revisions: 24-48 hours average

Types of Support Available

Technical Support

Platform Issues:

  • Login problems
  • Dashboard not loading
  • File upload errors
  • Browser compatibility
  • Mobile app issues

How We Help:

  • Troubleshoot technical problems
  • Provide workarounds
  • Fix bugs and issues
  • Guide through platform features

Account Support

Account Management:

  • Subscription changes
  • Billing questions
  • Payment issues
  • Account settings
  • Team member management

How We Help:

  • Update account settings
  • Resolve billing issues
  • Process refunds if applicable
  • Manage subscriptions

Request Support

Request Help:

  • How to submit requests
  • Request best practices
  • Scope clarification
  • Priority management
  • Revision guidance

How We Help:

  • Guide request creation
  • Clarify requirements
  • Optimize request queue
  • Improve communication

Project Management Support

Project Help:

  • Project planning
  • Timeline questions
  • Resource allocation
  • Workflow optimization
  • Best practices

How We Help:

  • Strategic planning
  • Workflow recommendations
  • Efficiency tips
  • Process improvements

Escalation Process

When to Escalate

Escalate an issue when:

  • No response within expected timeframe
  • Issue not resolved after multiple attempts
  • Urgent matter not being addressed
  • Quality concerns not addressed
  • Dissatisfied with service

Escalation Levels

Level 1: Project Manager

  • First point of contact
  • Handles most issues
  • Coordinates with team
  • Resolves 90% of concerns

Level 2: Senior Project Manager

  • Escalate if PM cannot resolve
  • More authority and resources
  • Can reassign team members
  • Handles complex issues

Level 3: Operations Manager

  • Escalate for serious concerns
  • Full authority to resolve
  • Can make policy exceptions
  • Ensures customer satisfaction

Level 4: Leadership Team

  • Final escalation level
  • For unresolved critical issues
  • Direct access to founders
  • Committed to resolution

How to Escalate

Step 1: Contact Your PM

  • Clearly explain the issue
  • Provide relevant details
  • State what resolution you're seeking
  • Give PM opportunity to resolve

Step 2: Request Escalation

  • If not resolved, ask PM to escalate
  • Or email support@thrivepix.com with "ESCALATION" in subject
  • Include issue summary and previous communication

Step 3: Senior Team Review

  • Senior PM or Operations Manager reviews
  • Contacts you within 24 hours
  • Works toward resolution
  • Keeps you updated

Emergency Requests

What Qualifies as Emergency

  • Website Down: Your site is completely offline
  • Critical Bug: Affecting all users or revenue
  • Security Issue: Potential security breach
  • Payment System Down: Cannot process payments
  • Data Loss: Critical data missing or corrupted

What's NOT an Emergency

  • Routine updates or changes
  • Cosmetic issues
  • Feature requests
  • Non-critical bugs
  • General questions

How to Report Emergency

During Business Hours:

  1. Email support@thrivepix.com with "EMERGENCY" in subject
  2. Message your PM and mark as urgent
  3. Clearly describe the emergency
  4. Provide access if needed
  5. Response within 1 hour

After Hours/Weekends:

  1. Email support@thrivepix.com with "EMERGENCY" in subject
  2. Emergency team monitors 24/7
  3. Response within 2-4 hours
  4. Immediate action for critical issues

Emergency Response

For true emergencies:

  • Immediate acknowledgment
  • Senior developer assigned
  • Work begins immediately
  • Regular status updates
  • Resolution as quickly as possible

Self-Service Resources

Knowledge Base

Access: portal.thrivepix.com/help

Contains:

  • Getting started guides
  • Platform tutorials
  • Best practices
  • Common questions
  • Video tutorials
  • Step-by-step instructions

Video Tutorials

  • Platform overview
  • Submitting requests
  • Managing projects
  • Communication tips
  • Subscription management

FAQ Section

  • Common questions answered
  • Quick reference
  • Searchable
  • Regularly updated

Platform Tooltips

  • Hover over ? icons
  • Contextual help
  • Quick explanations
  • No need to leave page

Support Best Practices

Before Contacting Support

  1. Check Knowledge Base: Answer might already be there
  2. Search FAQ: Common questions answered
  3. Review Tooltips: Contextual help in platform
  4. Try Basic Troubleshooting: Refresh page, clear cache, try different browser

When Contacting Support

Provide Clear Information:

  • Your account email
  • Specific issue description
  • What you've already tried
  • Screenshots or screen recordings
  • Browser and device info (for technical issues)

Be Specific:

  • Good: "I'm getting a 'File too large' error when uploading a 30MB PSD file to Request #1234"
  • Bad: "Upload not working"

Include Context:

  • When did issue start?
  • Does it happen every time?
  • What were you trying to do?
  • Any error messages?

After Contacting Support

  • Check Email: Support will respond via email
  • Respond Promptly: If they need more info
  • Test Solutions: Try suggested fixes
  • Confirm Resolution: Let them know if issue is fixed
  • Provide Feedback: Help us improve support

Support Satisfaction

Our Commitment

  • Respond within stated timeframes
  • Resolve issues completely
  • Communicate clearly
  • Follow up to ensure satisfaction
  • Continuously improve

Your Feedback Matters

After support interactions:

  • You may receive satisfaction survey
  • Rate your experience
  • Provide feedback
  • Suggest improvements
  • Help us serve you better

Common Questions

Q: Is support included in my subscription?
A: Yes, all support is included at no extra cost.

Q: Can I call Thrivepix for support?
A: Currently, support is via email and messages. Phone support may be added in the future.

Q: What if I need help outside business hours?
A: Email support@thrivepix.com anytime. Emergency issues are monitored 24/7.

Q: How do I report a bug?
A: Email support@thrivepix.com with "BUG REPORT" in subject. Include steps to reproduce.

Q: Can support help with my website code?
A: Support helps with platform issues. For website work, submit a request to your development team.

Q: What if I'm not satisfied with support?
A: Request escalation to senior team. We're committed to your satisfaction.

Q: Is there a support ticket system?
A: Yes, support emails automatically create tickets. You'll receive a ticket number for tracking.

Q: Can I request a specific support person?
A: Your PM is your primary contact. For technical support, we assign based on expertise and availability.

Need More Help?

Contact support@thrivepix.com or message your project manager