This article explains how to contact the Datarails Support team, our support hours and response-time targets, and how to help us resolve your issues as quickly and efficiently as possible.
Global support coverage
Datarails’ global support model allows us to support customers across multiple time zones and provide broader coverage throughout the day. Our extended coverage helps keep customer requests moving outside standard business hours, with coordinated handoffs across regions to maintain continuity on open issues.
Support requests submitted outside of these hours will be reviewed during the next business day. Critical issues may be escalated to our on-call team, as appropriate.
Standard business hours
Monday–Friday: 9:00 AM–5:00 PM ET
Standard support coverage is subject to US holidays.
Extended coverage hours
Sunday–Thursday: 2:00 AM–9:00 AM ET
Friday: 4:00 AM–9:00 AM ET
Datarails AI Agent
The Datarails AI Agent, powered by Fin, delivers a faster, more efficient support experience. The AI Agent gathers relevant information, answers common questions, identifies urgent requests, and ensures issues are routed to the appropriate teams.
Need help outside of business hours? Our AI Agent is available to answer questions and help resolve issues outside of standard support hours. If additional assistance is needed, the information collected will be shared with the next available support team member during business hours. This helps minimize back-and-forth and enables our team to investigate and resolve your issue more efficiently.
Getting in touch with Support
You can contact Datarails Support through any of the following channels:
- Email: support@datarails.com
- Help Center: Submit a request
- In-app chat: Chat with our support team directly from within Datarails.
Standard support response times
Our standard first-response targets depend on the severity of the issue.
| Severity | Description | Typical First Response Times |
| High | The platform is unavailable, or a critical business process is blocked with no reasonable workaround. | 1 hour |
| Medium | Major functionality is impaired, significantly affecting business operations, but a workaround may be available. | 30 minutes |
| Low | A limited issue affects functionality without materially disrupting business operations. | 6 hours |
Please note: First response times indicate how quickly our support team will initially respond to your request. They are not guarantees of resolution. Resolution times vary depending on the complexity of the issue, the information required to investigate, and whether additional teams are needed to resolve it. Our team will work to resolve your issue as quickly as possible and keep you informed of progress.
Best practices for faster resolution
Providing complete, accurate information when submitting a support request helps our team investigate more efficiently and reduces unnecessary back-and-forth.
Provide detailed information
When submitting a ticket, include the following details whenever possible:
- Product Area: Explain the area where you're experiencing the issue, such as Admin, Auto Calculate, Dashboard, or Data Mapper.
- Error type: Tell us the exact error type or message that best describes the issue you're experiencing.
- URL: Copy and paste the URL of the specific Filebox, Dashboard, or Widget where the issue occurs. This helps our team quickly locate the affected area.
- Subject and description: Provide a clear, descriptive subject line and explain the issue in the ticket description. Include what you were trying to do, what happened, and any error messages you received.
- Screenshots and attachments: Include relevant screenshots to help illustrate the issue. You can also attach screen recordings or files for our team to review.
Important: To help us investigate efficiently, always capture your entire screen rather than just a portion of it. Full-screen screenshots provide important context, including the timestamp, URL, workbook name, and active sheet name, helping our team identify and troubleshoot the issue more quickly.
Include log files when requested
Log files capture activity within Datarails and help our Support and Development teams investigate issues, identify potential errors, and determine the appropriate resolution.
Accessing from the Excel Add-in
- Open Excel.
- From the Datarails ribbon at the top, go to Help, then Zip Logs.
- A folder will appear, sort the Date Modified column by Latest.
- Send the Most Recent zipped log to our support team.
Accessing from the taskbar
- Click the Datarails icon in the icon tray.
- Click Generate Logs.
- A folder will appear, sort the Date Modified column by Latest.
- Send the Most Recent zipped log to our support team.
Providing the relevant log files helps our team investigate technical issues more effectively and identify the next steps toward resolution.
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