How To Use Rally's Help Center

We are introducing a new in-app support widget that’s powered by AI, and our brand new Rally Help Center, to help you get faster answers to your support questions. 🎉

💜 TL;DR: We are not getting rid of Slack!

We are introducing a new in-app support widget that’s powered by AI and our brand new Rally Help Center. The support widget will seek to be your “first line of defense” for all product questions, issues, feature requests, etc. We believe that Slack is still an important channel for us to communicate together — from more casual thoughts to group brainstorms, and as a fall-back in case of emergency, so we won’t be getting rid of Slack. Alongside all of this, it’s time to introduce some SLAs so you know what you can expect from us in terms of response times moving forward.

🎓 Help Center

Firstly, we are excited to launch our brand new Help Center! You can visit the Help Center here, or access it through the chat icon in your Rally workspace.

Our Help Center is full of new and improved support docs, and serves as an up-to-date resource for everything you need to know about our platform.

Within the Help Center, you can also chat with our new AI bot, Fin (more below), and check on the status of your various support tickets, feature requests, product questions and more.

💬 In-App Support Widget

You’ll notice a new chat bubble on the bottom right hand corner of your Rally app. The widget is deeply connected with our new Help Center and opens a new channel for you and your colleagues to:

• Report product issues
• Ask general questions
• Submit feature requests
• Chat with our team

Our AI bot, Fin, will be your first “line of defense” to answer some of the more straightforward questions that are found in our Help Center. Fin is continuously learning and improving over time, so feedback on its performance is more than welcome.

Of course, AI does not solve all problems, so if you’re not satisfied with the response, you can always opt to talk to a real Rally human 🙋 and one of us will respond directly in-app.

☎️ Slack Support Updates

Don’t worry - we’re not getting rid of Slack! We're still dedicated to providing the best possible support to our customers. However, as we've grown, maintaining sub-one-minute response times on Slack has proven challenging 😅.

Generally, we suggest using our In-App Support Widget before reaching out on Slack. That being said, we understand there are some topics that are better to discuss in Slack, and we want to stay flexible to keep this channel available to you. In our eyes, Slack is still great for:

• Group discussions where you need to @mention your colleagues
• Casual conversations, spur of the moment ideas, and musings
• Emergencies that you want to make sure we see ASAP
• Questions for your Customer Success Manager
• General praises and love letters for Rally 😉

⏰ Updated SLAs

Our support hours are Monday through Friday, from 9am - 7pm EST, excluding US National Holidays.

With our new in-app support widget, when you start a conversation with us, you’ll be prompted to either report a problem, ask a product question, or submit a feature request.

If you are reporting a problem during business hours, you can expect the following response times, depending on the level of priority you indicate:

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🚨 Critical: Response time within 30 minutes

Critical issues that are extremely time-sensitive.

Examples include:

• Rally not loading
• Scheduling page down
• Page crash

🔥 High: Response time within 2 hours

Significant issues that are time-sensitive but not urgent.

Examples include:

• Broken experience on a non-critical task
• Isolated failures such as interview booking failing
• Unable to send emails

🔔 Medium: Response time within 8 hours

Issues that affect UX but the system is still functional. Workarounds are available.

Examples include:

• Non-breaking bugs
• Minor UI/UX issues

ℹ️ Low: Response time within 1 business day

Minor issues and general comments that do not significantly affect functionality.

Examples include:

• Display bugs
• General inquiries or feedback

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📝 Note that you can always default back to Slack if something is extra urgent and you want to get our attention. We want to make sure you still have a channel to reach us in case of emergency.

Reach out to your Customer Success Manager, Leon, with any questions you have about the updates we’re making to support at Rally.

Let us know what you think of the new Help Center, and thank you for your ongoing support!