How to reach support

There are three ways to ask for help: a chat, a request, and an email. They all land in the same queue with the same team. Pick whichever fits the moment.

In the app: Help and support

Click the life-buoy button (Help and support) at the bottom of the sidebar, next to your name. You can also press ? when you are not typing in a field. (In the Help Desk inbox's Split view, ? opens the inbox shortcuts instead.) The menu shows only the entries that are set up:

Search the docs. Opens this Help Center in a new tab.
Chat with support. Opens a chat right in the app, already signed in as you. The assistant answers first from these docs. Ask for a person and the chat goes to the Records Labs team. On Operate and above, a person joins live during business hours (Monday to Friday, 8:00 to 18:00 US Central). On other plans, and outside business hours, your message becomes a request that a person answers within your plan's response target.
My requests. The requests and chats you've started, with their replies and status, from any device. Reply there to add details or reopen a resolved request.
Submit a request. Describe an issue or ask a question, for anything that needs a bit of time.
Email support@recordslabs.ai. Starts a new email in your mail app.
System status. The status page, which lives outside the app.
Troubleshooting. Opens Troubleshooting.

My requests and Submit a request open the support portal already signed in with your Records Labs login, straight to your list or a new request. A chat or request started from the app tells us your name, email, organization, plan, and role, so you never need a separate support login. If you open the chat from an alert, such as a blocked website, it also tells us what the alert was about.

The chat stays signed in as you while the page is open. When you sign out, the chat is cleared from your browser, and switching to another organization starts a fresh chat. Your requests stay in My requests.

The support portal

The portal is at support.recordslabs.ai. Opening it from the Help and support menu signs you in automatically. If you open it directly, choose Continue with Records Labs and use your Records Labs login.

The Submit a request form asks for a Subject, a Category (optional), a Severity, and a Message. Severity is Normal, High, or Urgent. Choose Urgent only for a P1: the service is unavailable or data is at risk for all of your users (see Support tiers and response targets). The form does not take attachments yet, so send screenshots in the chat or attach them to an email.

Each request tells us which organization you were signed in to when you sent it. If you belong to more than one organization, switch to the right one in the app, then open the portal from the Help and support menu.

Track your requests in My requests. Statuses are In progress, Awaiting your reply, and Resolved. When a chat or portal request moves to Awaiting your reply or Resolved, you get an email, unless you wrote in it in the last few minutes. The email tells you how to answer (by replying to it, from the portal, or in the chat). Your answer lands on the same request, or opens a linked follow-up if the request was already closed. If you answer a chat by email, our reply comes back by email too. A request you started by email stays in that email thread.

Email

Write to support@recordslabs.ai at any time. Every email becomes a request. Sign in to the portal with the same email address and it shows under My requests. Email is also the fallback when the app itself is unavailable.

Docs and status

Docs: help.recordslabs.ai (this site). Search it first; the chat assistant searches the same articles.
System status: status.recordslabs.ai. Check it before reporting an outage. It is hosted independently of the app, so it stays up when the app does not.

Security reports

Found a vulnerability? Email security@recordslabs.ai with a description, where you found it, steps to reproduce, and your impact assessment. Do not file it as a normal support request or in a public issue. We acknowledge security reports within 2 business days and give a triage decision within 5 business days. We will not take legal action against good-faith research that avoids other customers' data and service disruption.

For a security or privacy question that is not a vulnerability, submit a request with the Security or privacy category.

What to include in a request

The faster we can reproduce it, the faster we can fix it. Include:

Your organization name (and the agent, source, or Help Center involved).
What you expected to happen.
What happened instead, including the exact message on screen.
When it happened, with your time zone. For a crawl or sync, the run time from the run page.
Screenshots. In chat, paste or attach an image or PDF (up to 10 MB) after your first message. By email, attach them.
How urgent it is. On the request form, set Severity. In chat or email, say so plainly if your users cannot work or data looks wrong.

Never paste passwords, API keys, or card numbers into a request. A support chat or request carries what you type or attach, plus who you are.

Response targets

Targets depend on your plan. See Support tiers and response targets.