# Support

We’re here to help whenever you run into issues with Drip CRM. Below are the different ways to get assistance, along with response times and escalation paths.


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## 📨 Email Support

* Contact us at **support@dripcel.com**.
* Include as much detail as possible:
  * A short description of the issue.
  * Screenshots or screen recordings.
  * The steps you took before the error occurred.
* **Response time**: Within 24 business hours.


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## 💬 Live Chat

* Available inside your Drip CRM dashboard (bottom-right widget).
* Chat directly with a support agent during business hours.
* If no agents are online, you can leave a message and receive a reply by email.
* **Response time**: Immediate when online, or within 12–24 hours if offline.


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## 📚 Documentation

* This **Drip CRM Documentation** is always available and updated regularly.
* Use the search bar to quickly find answers.
* Each module includes step-by-step guides and troubleshooting tips.


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## 🧑‍🤝‍🧑 Community & Training

* Access our **user community** to learn best practices and share strategies.
* Attend **weekly onboarding webinars** to learn the platform basics.
* Join **advanced training sessions** for deep dives into automations, campaigns, and integrations.


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## 🚨 Escalation Path

If your issue is critical (e.g. platform downtime, payment processing failures):


1. Open a **priority support ticket** via live chat or email with “URGENT” in the subject line.
2. These tickets are automatically escalated to senior support staff.
3. **Response time**: Within 4 business hours.


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## ✅ Best Practices When Requesting Support

* Be clear and specific (e.g. “SMS reminders not sending for Calendar A” vs. “reminders broken”).
* Always include the email or phone number of the affected contact if relevant.
* Share the **workflow ID, campaign name, or form link** if the issue relates to one.


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## 🔔 Status Page

Check the **System Status Page** (linked inside your dashboard) for real-time updates on outages, scheduled maintenance, or known issues before submitting a ticket.