# Rewst support

Our support team, formerly known as the ROC, is here to assist with all platform-related questions, technical guidance, and automation best practices. They're not a fit to talk about account issues or commercial needs such as contract, billing, or general relationship questions. For those, please contact your Rewst CSA.

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**Other Rewst employees who help**

During your onboarding process, you'll be assigned an a*utomation strategist*, or *AS*, to help you get set up. If you're experiencing issues during your onboarding process, reach out to your automation specialist as your first step.

Once you're through Rewst onboarding, you'll be assigned a *customer success advisor*, or *CSA,* for all your account needs. Reach out to your CSA for all your strategic, but not necessarily technical, questions and concerns.
{% endhint %}

## Rewst support operating hours

Our support team provides **24-hour coverage from Monday to Friday**, ensuring uninterrupted assistance across the globe. Due to our global presence, our actual coverage runs as follows:

**Note:** Between **October and March**, there is a brief daily support gap from **5:00 AM to 7:00 AM UTC** due to daylight saving time differences between regions.

<table><thead><tr><th width="124.30078125">Region</th><th width="179.640625">Time Zone</th><th>Support Start </th><th>Support End </th></tr></thead><tbody><tr><td>Americas</td><td>ET</td><td>Sunday 4:00 PM</td><td>Friday 7:00 PM</td></tr><tr><td>Europe</td><td>CET</td><td>Sunday 10:00 PM</td><td>Saturday 1:00 AM</td></tr><tr><td>Australia</td><td>AET</td><td>Monday 6:00 AM</td><td>Saturday 9:00 AM</td></tr></tbody></table>

Learn more about our support priority levels [here](https://docs.rewst.help/support-and-community/roc-support/support-priorities).&#x20;

## How to log a support ticket

To create a support request, you have several options.

* Email: Send your request to [support@rewst.io](mailto:roc@rewst.io)
* Self-Service Portal: If you have access, log in and submit a ticket at <https://service.rewst.io/portal>
  * Request Portal Access: If you don’t have access to the portal but would like it, please contact your Customer Success Advisor or email our support team at <support@rewst.io>
* Discord: You can send a message to our team via your private customer channel in Discord. We aim to respond to these messages within 60 minutes.
  * [Create a ticket via Discord](https://docs.rewst.help/support-and-community/roc-support/create-a-ticket-via-discord). This will alert our support team and they'll respond as quickly as possible.

## Our commitment

We're committed to providing you with an excellent support experience. If you would like to speak with a member of the support leadership team, please submit a ticket and we'll be in touch.