Scope of support

What is included in Rewst support

Our below Abuse Prevention Policy outlines what you can expect from working with the Rewst support team.

Issue troubleshooting

Our support team is here to help you troubleshoot issues and ensure the application functions as intended. This includes support for the following

1. Application functionality - Confirming expected behavior and bug escalation of all areas of the application. This includes:

   1. Workflow action behavior

   2. Application interface behavior

   3. Native integration behavior and configuration - We support all aspects of our native integrations and can advise on the settings required in the third party application that are required for our native integration to operate correctly.

   4. Custom integration behavior - We support troubleshooting issues with our Custom Integration functionality only. Whilst we can provide assistance in getting a custom integration configured on a best endeavor basis, we do not support the custom integration or the third party application you are integrating with.

2. Crate functionality - We can confirm expected behavior and bug escalation of our prebuilt Crates. This includes their forms, workflows, triggers, scripts, templates and apps.

3. Support access - You have access to our support team via our support communication tools:

   1. Halo PSA

   2. Discord

Consulting guidance

We provide guidance to address specific concerns or clarify best practices on a fair-use and best-effort basis, aligned with our Abuse Prevention Policy.

1. What we do - Offer recommendations and advice to help you achieve your goals.

2. What we don’t do

   1. Create custom automations on your behalf, such as workflows, forms, templates, scripts, apps, or integration configuration

   2. Provide bespoke training: we have a robust library of documentation along with multiple training courses and live training sessions.
3. Boundary for customization - If your needs go beyond troubleshooting or troubleshooting calls, such as extended workflow building, our customer success managers (CSMs) or services teams will assist you in taking next steps.