Who to contact?

If you have a question about your support request, please refrain from contacting our employees' personal emails.

Instead, please email the support team right here at: support@rioeducation.com

Alternatively, you may write us a support ticket (Technical & User Support) here at: https://www.rioeducation.com/contact-us

We will get in touch with you as soon as possible.

Working hours

Our team has a global presence to cater to different clients in different time zones, thus, our working hours are as follows for each region:

Note: For North America and Oceania regions, please take into account daylight savings whenever applicable.

Best practices in writing a support ticket

The best way to aid us in helping you, is to always be specific about the problems and the urgency you are facing.

Here are the key points you can highlight in your support ticket:

1. How urgent is this issue and its relative priority against other outstanding requests?
   
   
   • Depending on the severity of the case, we might have to bring in Product/Project team members to help solve the problem.
     
     
2. What is the original desired outcome?
   
   
   • Please provide details on what you expected to happen versus what actually happened.
     
     
3. Provide us a description of the problem.
   
   
   • To help us speed up the process of resolving this issue, please provide a detailed description of the error to help us in troubleshooting/diagnosing the issue.
     
     
   • Screenshots of affected records, URL links of the record, error messages, etc., will help to give us a clearer picture of the error.
     
     
   • If you wish to go the extra mile, providing a video recording or even joining a call with us to discuss this also helps.
     
     
4. Have you tried to troubleshoot yourself?
   
   
   • If you have attempted to troubleshoot, please provide the steps taken in reproducing the error.

Note: In order to ensure everything goes smoothly in this support process, ensure that the RIO Education team is granted Login Access into your Salesforce Org. Please refer to this article here on how to grant us the Login Access.