How to get Tulip Support

This article describes the different ways you can reach out to Tulip Support.

Overview of Tulip Support

Need help from Tulip's Support team? There are a few different available options for contacting Tulip Support:

1. Create a request via your Tulip instance
2. Create a request via Tulip help center
3. Reach out via email to support@tulip.co
4. Submit a live chat/offline message via your Tulip instance

When reaching out to Tulip Support, please consider the nature and urgency of your request to choose the best avenue.

Best Practices

Regardless of methodology in reaching out to Support, please provide as much detail to allow the team to resolve the request as efficiently as possible. This will minimize round-trip messages to gather relevant information, which includes:

• Description of the request
  • Links to relevant apps or other components
  • What is the expected behavior?
  • What is the actual behavior?
• Timeline of events
  • When was the behavior first observed?
  • How long has the behavior persisted?
  • Were there any relevant changes made prior that may be related to the behavior? If so, when did these occur?
• Impact of the request
  • How many users are impacted?
  • What is the degree of impact?

1. Support Request via Tulip Instance

Customers have the ability to submit a Support Request ticket directly from a Tulip Instance. This method is best suited for:

• Critical Issue affecting production (ie. requires immediate solution)
• Bug reports
• Questions that involve reviewing confidential information and thus cannot be publicly discussed in Tulip Community

How to Submit a Support Request

1. Click the Question Mark icon in the top right of your instance menu
2. Select Support Request
3. Complete the form, providing as much detail as possible.
   • Ticket Type:
     • Issue - Use this type to report unexpected behaviors within the platform (expected bugs, performance issues, etc.)
     • Question - Use this type to ask questions you may have around the platform or expected functionality
     • Task - Use this type to request standard known scopes of work (i.e. version upgrades, application imports, etc.)
   • Criticality
     • Use criticality to report the business impact the ticket has on your operations. Please reserve the Critical level for issues that have direct production impact and require immediate attention.

2. Support Request via Help Center

Tulip's help center offers an alternative to the instance request form by hosting this in a separate location. The help center also allows for users to create new tickets, review their previously submitted tickets, and directly communicate on these tickets.

Logging into the Help Center

Tulip's help center currently uses separate login details from Tulip instances. A separate account will need to be created and you can receive a password or sign up directly from the login window:

How to Submit a Support Request

To submit a ticket, use the following: Support Request Form

Similar to the instance-hosted form, use Business Impact to report the impact the ticket has on your operations. Please reserve the Critical level for issues that have direct production impact and require immediate attention.

3. Support Request via Email

Requests for Tulip Support can be sent to support@tulip.co. Please follow best practices to ensure requests are handled in a timely and effective manner.

4. Live Chat and Offline Messages

Similar to the form option within an instance, the live chat widget is available to reach out to Support.

1. Click the Question Mark icon in the top right of your instance menu
2. Select Live Chat
3. Add relevant details and submit your message!

Additional Resources

Tulip Community should serve as the first layer of support for questions. If you're experiencing an issue that involves confidential information or is urgent, you should submit a Support Request.

Tulip Community

Tulip Community is a forum where Tulip Users (including customer, partners, and Tulipians) can post questions, interact with each other, and share interesting things they're doing with Tulip.

Utilize Tulip Community's Support, Troubleshooting, & App Help page for guidance from both Tulip Team Members and other Users. Support & Troubleshooting requests are monitored just as Support Requests made through the Tulip instance are monitored.

Examples of questions best suited for Community:

• App Building - how to create certain functionalities within Tulip
• Device Compatibility - what kinds of devices will work with Tulip and how
• Requests for guidance on building Analytics
• Product features currently available and feature suggestions

How to post on Community

Navigate to Tulip Community here, or directly from your instance by clicking on the Question Mark icon > Community.

1. Select the forum page that best fits your request
2. Create a new Topic