Support Center

Enterprise-grade supportwhen you need it

Documentation, ticketing, and direct support channels. Response times scale with your tier.

Primary Support Email

admin@reconaitechnology.com

For all support inquiries, feature requests, and technical assistance.

What to Include in Your Email

Help us resolve your issue faster by including the following details:

  • Organization Name — Your company or account name
  • Page / Feature — Which page or feature you were using
  • Steps to Reproduce — What you did before the issue occurred
  • Timestamp / Timezone — When the issue occurred (e.g., 2024-01-15 3:45 PM EST)
  • Request ID — If shown in an error message (e.g., req_abc123...)

Support Channels

Multiple ways to get help based on urgency and complexity.

Email Support

Submit detailed requests with attachments. Best for non-urgent issues and documentation requests.

admin@reconaitechnology.com

In-App Support

Access help directly from your dashboard. Context-aware assistance based on your current view.

Available in dashboard

Response Targets

Response times vary by tier and issue severity. Critical issues receive priority handling.

See SLA table below

Service Level Targets by Tier

Response time targets are goals, not guarantees. Actual response times may vary based on volume and complexity.

TierInitial ResponseCritical IssuesChannels
Free / Starter
48 business hours24 business hoursEmail, In-App
Pro
24 business hours8 business hoursEmail, In-App, Priority Queue
Enterprise
8 business hours4 business hoursAll channels + Dedicated contact

Business hours: Monday-Friday, 9am-6pm ET. Excludes US federal holidays. Critical issues include data access failures and billing errors.

Documentation

Self-serve resources for common tasks and questions.

Getting Started
Account setup, bank connections, and initial configuration.
Billing & Subscriptions
Plan management, invoices, and payment methods.
Exports & Reports
Export formats, report generation, and data downloads.
Security & Access
Permissions, role management, and security settings.
Troubleshooting
Common issues, error messages, and resolution steps.
API Reference
Integration documentation for developers.

Incident & Status

Check system health and current incident status.

All Systems Operational
No known issues at this time
View System Status
During incidents, status updates are posted to the dashboard System Status panel. For critical outages, affected users receive email notifications.

Data & Privacy in Support

What support staff can and cannot access when helping you.

Support Can Access

  • Account metadata (email, plan tier, created date)
  • System logs with request_id (for debugging)
  • Feature flags and entitlements
  • Error history and audit trail

Support Cannot Access

  • Your financial transaction data
  • Bank account credentials or tokens
  • Classification details or reports
  • Data from other organizations

Report a Bug

Help us resolve issues faster by including the right information.

What to Include in Bug Reports

  • 1Request ID — Shown in error messages. Looks like: req_abc123...
  • 2Timestamp — When the issue occurred (include timezone)
  • 3Steps to reproduce — What you did before the error appeared
  • 4Expected vs actual — What should have happened vs what did happen
  • 5Screenshots — If applicable, with sensitive data redacted

Need Assistance?

Our support team is ready to help with account issues, technical questions, and feature requests.

Go to Dashboard Email Support