Client Guide
Contacting Support
How to reach your agency for help, questions, and service changes
When to Contact Your Agency
Your agency is your primary support contact for everything that Command can't handle:
| Issue Type | Who to Contact |
|---|---|
| Account access problems | Your agency |
| Billing disputes or questions | Your agency |
| Agent behavior changes | Your agency |
| New service requests | Your agency |
| Website redesigns or builds | Your agency |
| Urgent issues (site down) | Your agency |
| Quick data lookups | Command ✅ |
| Content edits | Command ✅ |
| SEO performance check | Command ✅ |
How to Reach Your Agency
Through the Portal
Use the Contact Support option in the sidebar. This sends a message directly to your agency's support team.
Direct Contact
Your agency may provide:
- Email address for support tickets
- Phone number for urgent issues
- Slack or Teams channel for real-time communication
- Dedicated account manager contact
What to Include
When contacting support, include as much of the following as possible:
- Your name and business name
- Client ID (found in Settings)
- Description of the issue — what happened, what you expected
- When it happened — date and time
- Screenshots — if applicable, attach them or describe what you see
- Steps to reproduce — if it's a recurring issue
Response Times
Response times vary by your agency's support plan:
| Priority | Typical Response |
|---|---|
| Urgent (site down, data loss) | Same business day |
| High (broken feature, billing error) | 1–2 business days |
| Normal (questions, minor issues) | 2–3 business days |
| Low (feature requests, feedback) | Next sprint cycle |
These are general guidelines. Your agency may have specific SLAs in your contract.
Escalation
If you're not getting the response you need:
- Follow up — Reply to your original support message
- Request escalation — Ask for your case to be escalated to a manager
- Contact your account manager — If you have a dedicated point of contact
Before Contacting Support
Try these self-service options first:
- Command — Ask it to look up data, make changes, or answer questions
- Knowledge Base — Check if your question is answered there
- Dashboard — Verify the issue still exists (some issues resolve automatically)
- This documentation — Search for the relevant section
Many common questions can be resolved instantly through Command without waiting for support.