At the core of the Papertrail experience is, in part, the quality of support we provide our users. The interactions you have with our support team reflects how we operate Papertrail as a whole. As a team, we strive to make sure you’re successful in using Papertrail and finding a solution that works best. To do that, we need a few things from you, our user:
Papertrail Support openly welcomes any questions about:
Papertrail integrates with a variety of different ops tools. We’ll make every effort to assist in the integration process. For Security-related questions, we’ve tried to make everything we can publicly share available here. Give that a review (and all the docs and links included) before emailing and include anything unanswered.
For existing customers, please read our Security and Compliance documentation and acknowledge that you’ve done so before contacting us. We will provide additional documentation at that point which would answer the vast majority of previously unaddressed questions and topics. We’ll take care of anything left over at that point.
For potential customers, please reach out to us, and we’ll arrange a conversation with one of our Product Advocates who can work with you to complete any requirements and due diligence research.
Several distinct teams need to be involved including Engineering, IT, Security, and Legal. We will put forth every effort possible to respond entirely and acknowledge that ASAP is an understood window of time, but we don’t make any guarantees as to how long before any assessment is complete.
This list is a rough amalgamation of the last few years of unanswerable support requests. We love receiving emails from folks, but there are a few things for which we just cannot provide support:
Above all else, we’re human, and from time to time we’re bound to make a mistake. If you find any bugs within Papertrail, wish it could do something different or new, or we made a change that just doesn’t sit well, please let us know. While we can’t make guarantees, we keep track of every request and know which features users are asking about the most. Your vote is immensely, and your feedback is key to maintaining a quality product.
Only you understand your environment entirely. In some scenarios, we’ll need extra information before we can provide a helpful response.
Please provide any information that can help with reproduction and include things like:
This is the best route (email@example.com). You can tweet at us @papertrailapp, though we highly discourage Twitter as a means for support. The 280-character limit is nice, but a Twitter thread is not the best medium for providing replies.
We are generally available via chat at papertrailapp.com/chat from 10am-1pm Pacific (GMT-8). We have a limit on the number of simultaneous conversations we carry with users at any given time. If we’re busy with others, you’ll be asked to leave a note. Consider this a full-blown email at this point. We will reply to it as soon as we can.
We do not provide phone support. The vast majority of the questions we field on a regular basis are not the type that makes a phone call a good use of anyone’s time and are better suited for asynchronous communication. To put it another way, if you called, there’d be a lot of silence as we tweak, debug, or research (a.k.a being “on hold” without the music).
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If you find yourself answering your question before we’ve had a chance to reply (especially on the weekends), please send us another email letting us know.
Some automated emails we send to users contain our support email address as the Reply-To. Watch out for cases where firstname.lastname@example.org is in your CC line. As much as we like being a part of conversations, unless it’s directed at Papertrail Support, feel free to drop our address from the list.
We strive to respond to every email within 1-2 business days, however on days where coverage is limited or unavailable, or the load is higher than average responses may take longer. We do not have priority queues, pagers, or anything of the sort that will allow you to jump the line. Along that same line, one of our core beliefs is being good Internet citizens; sending multiple emails with the same question or asking for an update won’t have any effect on how quickly we respond.
Support is unavailable on weekends and United States holidays, and may be limited on a few other days throughout the year.
For the 2018 calendar year, Papertrail support is unavailable or available only in limited capacity for these dates:
|January 1||New Year’s Day|
|April 2||Easter Monday|
|May 28||Memorial Day|
|July 4||Independence Day|
|September 3||Labor Day|
|November 19-23||Thanksgiving Week (United States)|
|November 22||Thanksgiving Day (United States)|
|December 10-31||Christmas Week & New Year’s Eve||1|
|December 24||Christmas Eve|
|December 25||Christmas Day|
|January 1, 2019||New Year’s Day|
1 There are a few days in this range where the entire team is available, but because of weekend backlogs and limited staff during the holidays, responses may still be delayed.
We will make every effort to keep this updates as new events arise.
This is a living document, and we welcome all feedback. If you think there’s a topic on which we can improve, let us know.