Runn offers multiple ways to access support depending on your plan.
1. Help Center- You're here! We have several help articles as well as FAQs that will help you find the info you need.
Response time: Instant
2. AI Chatbot- using the messenger in the bottom right when you are logged in- click on Chat with Us. First, you'll get some suggestions for useful help articles- followed by our Runn Help Agent that has been trained to assist you. However, we know that some questions are just too complicated for AI- so if this agent hasn't provided you with the correct answers, select the option to connect with a live person.
Response time: Instant for the AI Agent. Within 4 hours for a live agent.
3. Dedicated Customer Success Manager. This is part of certain plans and can be also purchased as an add-on. Please note that CSMs cannot always respond instantly and so we'd recommend using the Chat option for urgent enquiries and your CSM for issues that can wait and requires more context.
Response time: Dependent on SLA- but usually within a few business hours.
4. Email: help@runn.io. Managed by the Help Desk team- this follows a similar workflow to the AI chatbot.
Response time: Instant for the AI Agent. Within 4 hours for a live agent.
4. Email: Success@runn.io- this is also available for accounts that have no CSM but would like to discuss converting to annual plan, upgrading or trying a new feature- or discussing a possible expansion for existing customers. Please note that this inbox is not monitored as closely help@runn.io
Response time: Within 1 business day.