Guides

Support

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Need help with TenderCreator.ai? Our support team is here to assist you with any questions, issues, or guidance you need to get the most out of our AI-powered tender creation platform.

When to Contact Support

Technical Issues

Contact support when you experience:

  • Platform errors: System errors, crashes, or unexpected behavior
  • Performance problems: Slow loading, timeouts, or processing issues
  • Feature malfunctions: Features not working as expected
  • Integration issues: Problems with document uploads, exports, or AI processing

Account & Billing Support

Get help with:

  • Account access: Login problems, password issues, or account lockouts
  • Billing questions: Subscription changes, payment issues, or usage concerns
  • Plan modifications: Upgrading, downgrading, or canceling subscriptions
  • Team management: Issues with inviting members or role assignments

Feature Guidance

Request assistance for:

  • Complex implementations: Help with advanced feature configurations
  • Best practices: Guidance on optimal platform usage
  • Training support: Additional help beyond documentation
  • Custom requirements: Special use cases or unique organizational needs

How to Submit a Support Request

Support Request Form

Use the form below to log a detailed support request. Providing comprehensive information helps our team provide faster, more accurate assistance.


Submit a Support Request

Use the form above to log a support issue with our TenderCreator.ai support team:

Contact Information

Contact Name (Required)

  • Enter your full name
  • This helps us personalize our support response

Company (Optional)

  • Your organization or company name
  • Helps us understand your business context

Email (Required)

  • Your primary email address
  • We'll use this to respond to your request and provide updates

Phone (Optional)

  • Your phone number
  • For urgent issues that may require phone support

Issue Details

Subject (Required)

  • Brief summary of your issue or question
  • Example: "Unable to export tender document" or "Billing question about upgrade"

Description (Required)

  • Detailed description of your issue, question, or request
  • Include as much relevant information as possible:
    • What you were trying to do
    • What happened instead
    • Any error messages you received
    • Steps you've already tried
    • When the issue first occurred

Tips for Effective Support Requests

Provide Detailed Information

To help us assist you quickly and effectively:

Technical Issues

  • Describe the problem: What exactly is not working?
  • Steps to reproduce: What actions led to the issue?
  • Error messages: Include any error messages you received
  • Browser information: What browser and version are you using?
  • Screenshots: If applicable, describe what you're seeing

Account Issues

  • Account details: Include your account email (never include passwords)
  • Timeline: When did the issue start?
  • Previous attempts: What have you already tried?
  • Urgency level: How critical is this issue for your work?

Feature Questions

  • Specific feature: Which feature are you asking about?
  • Use case: What are you trying to accomplish?
  • Current process: How are you currently approaching this task?
  • Expected outcome: What result are you hoping to achieve?

Subject Line Best Practices

Create clear, descriptive subject lines:

  • Good: "Unable to export tender document to PDF"
  • Good: "Billing question about Essential plan upgrade"
  • Good: "Team member invitation emails not being received"
  • Less helpful: "Problem with system"
  • Less helpful: "Need help"

Description Guidelines

In your description, include:

  1. What you were trying to do when the issue occurred
  2. What happened instead of what you expected
  3. Any error messages you received
  4. Steps you've already tried to resolve the issue
  5. How this impacts your work (for priority assessment)

What to Expect After Submitting

Response Time

  • Acknowledgment: You'll receive an automated confirmation that your request was received
  • Initial response: Our support team will respond within 1-2 business days
  • Follow-up: We'll keep you updated on progress and any additional information needed

Support Process

  1. Request received: Your support request enters our ticketing system
  2. Initial review: Our team reviews your request and assigns appropriate priority
  3. Investigation: We investigate the issue and may request additional information
  4. Resolution: We provide a solution, answer, or next steps
  5. Follow-up: We ensure the issue is fully resolved to your satisfaction

Communication

  • Primary contact: We'll use the email address you provided
  • Updates: You'll receive updates on request status and resolution
  • Additional questions: We may ask for clarification or additional details
  • Resolution confirmation: We'll confirm when your issue has been resolved

Alternative Support Options

Documentation Resources

Before submitting a support request, check if your question is answered in our comprehensive documentation:

  • User guides: Step-by-step instructions for all platform features
  • Getting started: Complete onboarding and setup guides
  • Best practices: Tips for optimal platform usage
  • Troubleshooting: Common issues and solutions

Community Support

Join our user community for:

  • Peer assistance: Get help from other experienced users
  • Best practices: Learn from successful implementations
  • Feature discussions: Participate in conversations about platform capabilities
  • Networking: Connect with other tender professionals

Self-Service Resources

Many common questions can be resolved using:

  • Account settings: Manage your account, billing, and preferences
  • Platform help: Built-in help and guidance within TenderCreator.ai
  • Video tutorials: Visual guides for complex processes
  • FAQ sections: Answers to frequently asked questions

Emergency Support

Critical Issues

For urgent issues that significantly impact your ability to work:

  • Mark as urgent: Clearly indicate the urgency in your subject line
  • Explain the impact: Describe how this affects your work or deadlines
  • Provide context: Include timeline constraints or business impacts
  • Follow up: If you don't receive a response within 4 hours, follow up

Business-Critical Situations

If you're facing a deadline or business-critical situation:

  • Subject line: Include "URGENT" or "DEADLINE" in your subject
  • Timeline: Clearly state your deadline or time constraints
  • Business impact: Explain the consequences of not resolving the issue
  • Contact information: Provide phone number for expedited contact

Support Request Best Practices

Before Submitting

  • Check documentation: Review relevant user guides first
  • Try basic troubleshooting: Clear browser cache, try different browser
  • Gather information: Collect error messages, screenshots, and relevant details
  • Check system status: Verify if there are any known platform issues

When Submitting

  • Be specific: Provide detailed, accurate information
  • Stay focused: Keep your request focused on one main issue
  • Be patient: Allow time for thorough investigation and response
  • Be available: Respond promptly to any follow-up questions

After Submitting

  • Monitor email: Check for responses and follow-up questions
  • Provide feedback: Let us know if the solution works
  • Document solution: Keep notes for future reference
  • Share knowledge: Consider sharing solutions with the community

Ready to get help? Fill out the support form above, and our team will assist you promptly. We're committed to ensuring your success with TenderCreator.ai.

Updated 10 days ago