Support

Get help with RTOFlow through our support channels, self-service tools, and escalation process.

Support Channels

In-App Feedback — Primary Support Channel

Use the built-in feedback widget to report issues, request features, or ask questions. Your submission is automatically tagged with context (page, browser, account) so our team can respond faster.

Help Chat — Self-Service

Our AI-powered help chat can answer questions about features, workflows, compliance requirements, and more. Available from any page via the help icon in the bottom-right corner.

Open Help Centre

Documentation

Browse our comprehensive documentation covering quick-start guides, support processes, security information, and more.

View Documentation

Support Tiers

Channel	Use For	Response Time
In-App Help	Quick questions, documentation	Self-service
In-App Feedback	Bug reports, feature requests	1–2 business days
Email Support	General enquiries, non-urgent issues	1–2 business days
Priority Support	Urgent production issues	4 business hours
Phone Support	Critical system outages	Immediate

Escalation Process

If your issue is not being resolved in a timely manner, follow the escalation path below:

Support Team

Initial contact via in-app feedback or email. Most issues are resolved at this level.

Support Supervisor

If unresolved after 48 hours, the issue is escalated to a support supervisor for prioritisation.

Account Manager

If unresolved after 1 week, your account manager is engaged to coordinate resolution.

Management Escalation

For critical issues only. Direct management involvement to ensure swift resolution.

Issue Severity Levels

Severity	Description	Example
Critical	System unusable, no workaround	Cannot log in, complete outage
High	Major feature broken, limited workaround	Cannot generate documents
Medium	Feature impaired, workaround available	Minor formatting issues
Low	Minor inconvenience, cosmetic issues	UI alignment, typos

Security Incident Reporting

If you discover a potential security vulnerability:

Do NOT share details publicly
Contact your organisation administrator immediately
Use the in-app feedback widget and select "Bug" with "Critical" severity
Do not attempt to exploit or test the vulnerability

For more details, see our Privacy Policy and Service Level Agreement.

Before Submitting a Support Request

Check the documentation and help chat for answers
Review the in-app help resources
Consult with your organisation's administrator
Check if the issue has been previously resolved

Contact

For general support enquiries, email us at support@rtoflow.au