Support
Support that powers your success
Our customer success team brings firsthand experience as former RFP managers, proposal writers, and response management practitioners. We hire support from the same talent pool our customers hire from. The result is a team that respects the work, understands the pressure, and brings real practitioner experience to every customer conversation.
Get help
Four ways to get help
Submit a support ticket
The fastest path to a resolution is the support ticket system. Tickets are routed to the right specialist based on your issue type, with full context preserved across the resolution.
Submit a ticketEmail support
For non-urgent questions or follow-up on existing tickets, email support@rocketdocs.com. Response time is typically within one business day.
support@rocketdocs.comPhone support
For urgent issues, phone support is available at +1 833-973-7766 during business hours. Premium support tiers include extended hours coverage.
+1 833-973-7766In-platform help
The platform itself includes contextual help, tooltips, and links to relevant documentation. Most common questions are answered without needing to file a ticket.
Sign in to RocketDocsCustomer success philosophy
Customer success is not a post-sale function
It is the team that bridges what the platform does and what each customer's response operation actually needs to ship better, faster, more compliant work.
- Every customer has a dedicated customer success manager assigned at contract signing
- CSMs support implementation and lead ongoing partnership including monthly syncs and quarterly business reviews
- Many CSMs are former RFP managers, proposal writers, and response management practitioners
- Customer success is staffed appropriately for the depth of regulated-industry deployments we support
Onboarding for new customers
Live in 4 Weeks
Most teams complete their first live questionnaire inside the platform within 4 weeks of contract signing. The onboarding process is structured but flexible, designed to get your team productive quickly without skipping the foundations.
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Week 1
Setup and Kickoff
Tenant ready on day one. We align on specs and review your initial content.
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Week 2
Tools and Integrations
Deploy tools and optional integrations for maximum ROI.
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Week 3
Permissions and Content
Configure user permissions, library structure, and import content.
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Week 4
Customize and Test
Configure approval workflows, run your first project, and take your team live.
Self-service resources
Self-service resources
Support Portal
Searchable documentation covering every platform feature
Customer training videos
In-platform tutorials for advanced features
Product release notes
Latest features and updates
Premium support
Premium support tiers
Higher-tier support packages include faster response time SLAs, extended hours coverage, named support engineers, and quarterly business review cadence. Premium support is available as part of larger contracts or as a standalone add-on. Status and uptime are published transparently. Subscribe to status notifications for scheduled maintenance, planned upgrades, and any unplanned issues.
FAQ
Frequently asked questions
What is the typical support response time?
Standard support responds within one business day for non-urgent issues. Premium support tiers include faster SLAs, including same-day response and 24-hour critical issue resolution. Phone support during business hours is available for urgent issues.
Who can submit support tickets?
Any user with platform access can submit tickets. For account or billing issues, designated billing contacts may be required. For security-sensitive issues, only authorized administrators can submit tickets.
Do you offer training for new team members?
Yes. Customer training is included in standard onboarding and continues with platform updates and new feature releases. Customer success can also arrange custom training sessions for new team members joining after the initial implementation.
Can we get a dedicated CSM?
Yes. Every customer has a dedicated customer success manager assigned at contract signing. Your CSM is your single point of escalation, your partner in quarterly business reviews, and your advocate inside RocketDocs.
What is the escalation process for critical issues?
For critical platform issues, contact phone support at +1 833-973-7766 during business hours. Premium support tiers include 24/7 escalation paths. Your CSM is also a direct escalation point.
Where can I find security and compliance documentation?
Visit the Trust Center for SOC 2 Type II reports, ISO 27001 certificates, AI security documentation, and standard security questionnaire responses. Customer access to confidential audit reports may require an NDA.
Need help right now?
Submit a ticket and we will respond within one business day. For urgent issues during business hours, call +1 833-973-7766.