At Raken, we're dedicated to providing you with the best possible support experience. We understand that your time is valuable, and when you need assistance, you need it quickly and efficiently. That's why we've established clear Service Level Agreements (SLAs) to ensure we meet your support expectations.
What are Service Level Agreements (SLAs)?
SLAs are our promise to you, outlining the level of support you can expect from our team. They define how quickly we'll respond to your requests and how long it will take us to resolve any issues you may encounter.
Our Support Commitment
When you reach out to Raken Support, here's what you can expect:
Prompt Response: We'll get back to you quickly! Our goal is to respond to your initial inquiry within 5 minutes.
Efficient Resolution: We'll work diligently to resolve your issue and get you back to work as soon as possible. We aim to resolve all issues within 3 hours.
Customer Satisfaction: Your satisfaction is our top priority. We'll follow up with you after we've addressed your concern to ensure you're happy with the support you received. We strive for a customer satisfaction rating of 93% or higher.
What This Means for You
These SLAs mean you can rely on Raken Support to:
Provide timely assistance when you need it.
Resolve your issues efficiently and effectively.
Ensure you have a positive support experience.
Channels Supported
We support the following channels:
Intercom (chat/email)
Phone: 866-438-0646
Email: support@raken.com
How to Communicate with Us
We offer several ways for you to get in touch with our support team:
Help Center Articles
Visit our support center for hundreds of articles that offer step-by-step tutorials and troubleshooting for our platform and integrations.
Visit the help center (Articles)
Raken learning Center (All training material)
Live Chat
Support Phone: 866-438-0646
Sales Phone: 858-290-4477
Hours: Monday–Friday 7:00 AM to 4:00 PM PT
Send us a message:
How We Measure Our Performance
We continuously monitor our performance to ensure we're meeting these goals. We track key metrics, including:
Response Time: How long it takes us to provide an initial response to your support request.
Time To Close: How long it takes us to fully resolve your issue.
Customer Satisfaction: Your feedback on your support experience.
We use this data to identify areas where we can improve and ensure we consistently provide you with the highest level of support.
We're Here to Help
The Raken Support Team is committed to providing you with the support you need to be successful. We're here to answer your questions, help you get the most out of Raken, and resolve any issues you may encounter.
Thank you for being a Raken customer!