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      When should I contact my CSM and Support?

      For effective support, know when to contact your Customer Success Manager or Support.

      At Flare, we are committed to ensuring your success. To help you navigate our support channels effectively, refer to the following guidelines on when to reach out to your Customer Success Manager or our Support Team at support@flare.io.

      Customer Success Managers (CSMs) are assigned to specific subscription plans only. Please check with your account owner or contact support@flare.io  if you are unsure of your CSM assignment.

      When to contact your CSM

      Strategy and Goal Setting

      • Your CSM can assist you in defining and achieving your specific goals within the Flare platform.

      Best Practices and Recommendations

      • Benefit from tailored advice and recommendations based on your unique needs, goals, and our expertise.

      Customized Training for Your Team

      • Arrange live training sessions with your CSM to ensure a smooth rollout and adoption.

      Need Guidance or Direction

      • When you're uncertain about the appropriate course of action, your CSM is there to provide assistance and steer you in the right direction.

      Contract and Renewal Info

      • For inquiries regarding your current subscription term, payment terms, or renewal details, reach out to your CSM.

      Feature Add-Ons & Services

      • Discuss opportunities to enhance your success with add-on features or services.

       When to contact Support

      How do I contact support?

      Product Feature Questions

      • If you have queries about specific features, functionality, or how to use them, our Support Team is ready to help.

      Basic Guidance on Features

      • Seek assistance with getting started on a particular feature or understanding its basic usage.

      Ideas for Product Functionality

      • Share your suggestions and feature enhancement ideas with us to contribute to the ongoing improvement of Flare.

      Documentation Questions and Requests

      • Inquire about Knowledge Base articles related to specific features or request additional documentation for a better understanding.

      Integration Sync Questions

      • If you're experiencing difficulties with API or other integrations, our Support Team can provide guidance.

      Tips for Submitting Support Tickets

      To ensure a prompt and thorough response, please include the following details in your Support Ticket:

      • Exact contact or account names (and ID's) affected by the issue.

      • Screenshots or videos showcasing the specific feature or situation you need assistance with.

      • Details of your issue including what you were doing before it occurred

      We aim to provide you with the best possible support and resolution. By following these guidelines and including relevant information in your support tickets, we can work together more efficiently to address your needs.

      If you have any further questions or need assistance, please don't hesitate to reach out to us. We are here to help you succeed with Flare.