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Support Guide

How to get help with Synton AI - support channels, response times, and how to make the most effective support requests

Support Guide

Get help when you need it. This guide explains all the ways to get support, what to expect, and how to get the fastest resolution to your issues.

Support Channels

1. AI Chat (Fastest!)

The built-in AI is your first line of support.

Press ⌘ / anywhere in the app and ask your question:

  • "Why isn't my module showing?"
  • "How do I change my billing plan?"
  • "I got an error message: [paste error]"

Response time: Instant Best for: How-to questions, troubleshooting, configuration help

Limitations:

  • Can't process refunds
  • Can't access your billing details
  • Can't make account-level changes

2. Email Support

support@synton.ai

Send detailed questions, bug reports, or requests that need human review.

Response times:

  • No plan yet: 48 hours
  • Growth: 48 hours
  • Professional: 24 hours
  • Business: 12 hours
  • Enterprise: 4 hours (priority)

Best for:

  • Bugs and technical issues
  • Billing questions
  • Feature requests
  • Account problems
  • Migration assistance

How to email effectively: See Writing Effective Support Emails below.

3. Live Chat

Available on synton.ai (bottom-right corner)

Real-time chat with support team.

Hours:

  • Monday-Friday: 9 AM - 6 PM ET
  • Saturday-Sunday: Closed
  • Holidays: Limited availability

Response time: Usually under 2 minutes during business hours

Best for:

  • Quick questions
  • Real-time troubleshooting
  • Sales questions
  • Plan selection help

4. Documentation

docs.synton.ai (you're here!)

Comprehensive guides covering all features.

Sections:

  • Getting Started: Installation, first steps, understanding basics
  • Core Features: AI chat, modules, billing, settings
  • Modules: Detailed guides for each module
  • Advanced: AI agents, competitor intel, Meta ads, behavior analytics
  • Reference: Shortcuts, commands, FAQ, troubleshooting

Best for:

  • Learning new features
  • Step-by-step tutorials
  • Understanding concepts
  • Self-service help

Pro tip: Use the search bar at top of any docs page!

5. Community Forum

community.synton.ai

Connect with other Synton AI users.

Benefits:

  • Learn from other merchants
  • Share tips and tricks
  • Vote on feature requests
  • Get unofficial help

Response time: Community-driven (varies)

Best for:

  • Strategy questions
  • Sharing experiences
  • Feature discussions
  • Non-urgent questions

6. Status Page

status.synton.ai

Check system status and incident reports.

Shows:

  • Current system health
  • Active incidents
  • Scheduled maintenance
  • Historical uptime

Best for:

  • "Is it just me?" questions
  • Maintenance windows
  • Service disruptions

Subscribe: Get email/SMS notifications for incidents.

Support by Plan

Without a plan

Included support:

  • Documentation
  • Community forum
  • Email support (48h response)

Not included:

  • Live chat
  • Priority support
  • Phone support
  • Onboarding calls

Growth Plan ($49/mo)

Everything above, plus:

  • Email support (48h response)
  • Live chat (business hours)
  • Email onboarding series

Professional Plan ($149-179/mo)

Everything in Growth, plus:

  • Priority email (24h response)
  • 30-minute onboarding call
  • Migration assistance
  • Custom integration support

Business Plan ($1,079-1,299/mo)

Everything in Professional, plus:

  • Priority email (12h response)
  • Enhanced migration assistance
  • Advanced integration support

Enterprise Plan ($3,319-3,999/mo)

Everything in Business, plus:

  • VIP support (4h response)
  • Dedicated support specialist
  • Phone support hotline
  • White-glove onboarding
  • Custom development (additional fee)
  • SLA guarantees

What to Expect

Support Process

1. You submit request (email, chat, or AI) 2. Auto-confirmation (email receipt) 3. Team reviews (triaged by priority) 4. Investigation (reproduce issue, gather info) 5. Solution provided (resolution or workaround) 6. Follow-up (ensure problem solved)

Response Time vs. Resolution Time

Response time: How quickly you get initial reply Resolution time: How long until issue is fully resolved

Example:

  • Email sent: Monday 9 AM
  • First response: Monday 11 AM (2 hours - Professional plan)
  • Issue resolved: Monday 4 PM (7 hours total)

Complex issues may take multiple days to resolve, but we'll keep you updated throughout.

Priority Levels

Critical (4h response for Enterprise, 12h for Business):

  • Store completely down
  • Checkout not working
  • Data loss
  • Security breach

High (24h response for Professional, 48h for Growth):

  • Module not working
  • AI not responding
  • Billing error
  • Integration broken

Medium (24h response for all plans):

  • Feature not working as expected
  • Configuration help needed
  • Performance issue

Low (48h response):

  • Feature requests
  • How-to questions
  • General inquiries

Writing Effective Support Emails

Bad Example

Subject: Help

Hey,

Nothing is working. Please fix ASAP!

Thanks

Problems:

  • Vague subject line
  • No details about issue
  • No way to reproduce
  • Urgent but not clear why

Good Example

Subject: Reviews module not displaying on product pages (Store: mystore.myshopify.com)

Hi Synton Support Team,

Issue: The Reviews module is deployed but not appearing on any product pages.

What I expected: Reviews widget should display below product description.

What actually happened: Widget doesn't appear. No reviews visible.

Steps I've taken:
1. Deployed Reviews module via AI chat
2. Verified module status (shows "Active")
3. Tested on multiple products
4. Cleared browser cache and tested in incognito mode
5. Checked on both desktop (Chrome 120) and mobile (iPhone, Safari)

Environment:
- Store: mystore.myshopify.com
- Theme: Dawn (latest version)
- Plan: Professional
- Browser: Chrome 120 (Windows 11)

Screenshots attached:
- Module dashboard showing "Active" status
- Product page (no reviews visible)

Error messages: None visible (checked browser console - no JavaScript errors)

Urgency: Medium (reviews are a key feature but not business-critical)

Please let me know if you need any additional information.

Best regards,
John Smith
john@mystore.com

Why this is good:

  • Clear, specific subject
  • Detailed problem description
  • Steps to reproduce
  • What was tried already
  • Environment details
  • Screenshots included
  • Appropriate urgency level

Essential Information

Always include:

  1. Store URL (e.g., mystore.myshopify.com)
  2. What you were trying to do
  3. What actually happened
  4. Error messages (exact text or screenshots)
  5. Browser/device (Chrome on Mac, Safari on iPhone, etc.)
  6. Your email (for account lookup)

Nice to have: 7. Screenshots or screen recordings 8. Steps to reproduce 9. When issue started 10. Related changes made recently

Common Support Scenarios

Reporting a Bug

Include:

  • Detailed description
  • Steps to reproduce
  • Expected vs. actual behavior
  • Screenshots/video
  • Browser console errors (F12 → Console)

Example: "When I click 'Save' on the Reviews module settings, I get error 'Failed to update'. This happens every time, on both Chrome and Safari. Screenshot attached showing error."

Requesting a Feature

Include:

  • What feature you want
  • Why you need it (use case)
  • How you envision it working
  • Business impact if implemented

Example: "I'd like the Loyalty Program to support tiered shipping discounts. Currently, I can offer free shipping to VIP members, but I'd like to offer 50% off shipping to Gold members. This would help incentivize tier advancement. Estimated impact: 20% increase in Gold → VIP upgrades."

Where to submit: community.synton.ai/features or email support

Billing Issues

Include:

  • Invoice number or charge date
  • Expected charge amount
  • Actual charge amount
  • Description of discrepancy

Example: "I was charged $249 on Jan 15, but I expected $179 (Professional plan). Invoice #INV-2024-0115 attached. Can you please clarify the additional $70 charge?"

Priority: Billing issues are treated as high priority.

Migration Help

Include:

  • Current platform/app
  • What data needs migrating
  • Data volume (# of reviews, customers, etc.)
  • Timeline/urgency

Example: "I'm migrating from Judge.me to Synton AI Reviews. I have 2,400 reviews from 847 products to transfer. I'd like to complete migration by Feb 1. Can you provide instructions or assistance?"

Available migration support:

  • Self-service guides (all plans)
  • Email assistance (Growth+)
  • White-glove migration (Professional+)

Account Access Issues

Include:

  • Your email address
  • Store URL
  • Description of access problem
  • When you last successfully accessed account

Security note: We'll verify your identity before resetting access.

Escalation Process

When to Escalate

Escalate if:

  • Issue marked high priority but no response in 24h
  • Response doesn't address your issue
  • Issue requires senior technical expertise
  • Multiple failed resolution attempts

How to Escalate

Email: Reply to existing support ticket with "ESCALATE" in subject Or: Email escalations@synton.ai directly

Include:

  • Original ticket number
  • Why escalation is needed
  • Business impact
  • Timeline constraints

Example:

Subject: ESCALATE - Ticket #12345 - Checkout broken 24+ hours

This issue was reported 27 hours ago (Ticket #12345). Our checkout is completely broken - 0 sales for 24 hours. This is critical for our business.

The suggested solution (clear cache) did not work. We need senior engineering review ASAP.

Business impact: $3,000/day in lost revenue.

Escalations are reviewed by management within 2 hours.

Enterprise Support

What's Different

Enterprise plans get:

  • Dedicated support specialist - Single point of contact
  • 4-hour response SLA - Guaranteed response time
  • Phone support - Direct hotline
  • Slack channel - Private channel for your team
  • Quarterly business reviews - Strategy sessions
  • Custom development - Tailored features (additional fee)

SLA Guarantees

Service Level Agreement for Enterprise:

  • Critical issues: 4-hour response, 24-hour resolution
  • High priority: 8-hour response, 48-hour resolution
  • Medium priority: 12-hour response, 5-day resolution

If we miss SLA: 10% service credit per occurrence.

Requesting Enterprise Support

Email: enterprise@synton.ai

Include:

  • Company name
  • Expected volume (stores, users, revenue)
  • Specific requirements
  • Timeline

Self-Service Resources

Help Yourself Faster

Before contacting support, try:

  1. Ask the AI (⌘ /)

    • Fastest way to get answers
    • Available 24/7
    • Handles 80% of common questions

  2. Search documentation

    • Use search bar: docs.synton.ai
    • Comprehensive guides
    • Step-by-step tutorials

  3. Check troubleshooting guide

  4. Visit community forum

    • Other users may have same question
    • Community-provided solutions
    • community.synton.ai

  5. Check status page

    • Rule out system-wide issues
    • status.synton.ai

Knowledge Base

Most popular articles:

Feedback & Suggestions

We Want Your Feedback!

Ways to share:

  1. Feature requests - community.synton.ai/features
  2. Bug reports - support@synton.ai
  3. Product feedback - feedback@synton.ai
  4. Documentation feedback - Click "Was this helpful?" at bottom of any docs page

Feature Request Process

1. Submit - Community forum or email 2. Review - Team evaluates feasibility and demand 3. Vote - Community votes on features 4. Prioritize - Most-requested features get priority 5. Build - Development and testing 6. Release - Feature launched, requestor notified

Average time: 1-3 months for most features.

Beta Program

Want early access to new features?

Join beta: Settings → Advanced → Beta Program

Benefits:

  • Try features before public release
  • Influence product direction
  • Direct line to product team

Trade-off: Features may have bugs (test in non-production first).

International Support

Language Support

Currently supported:

  • English (primary)
  • Spanish (limited)
  • French (limited)

AI chat: Works in 50+ languages (powered by Claude) Email support: English preferred, will accommodate other languages with translation delay

Need support in another language? Mention it in your request - we'll do our best.

Time Zones

Support team based in: Eastern Time (ET - New York)

Response time calculation:

  • Emails received outside business hours counted from next business day
  • Enterprise customers: 24/7 monitoring for critical issues

Currency & Payments

Billing questions in other currencies:

  • Include expected amount in both USD and your currency
  • Exchange rates may cause small variances
  • Significant discrepancies investigated immediately

Contact Information

Email Addresses

Live Chat

  • Website: synton.ai (bottom-right corner)
  • Dashboard: app.synton.ai (? icon → Live Chat)

Social Media

  • Twitter/X: @SyntonAI
  • LinkedIn: linkedin.com/company/synton-ai
  • Facebook: facebook.com/SyntonAI

Note: Social media for announcements - use official support channels for help.

Physical Address

Synton AI Inc. 123 Tech Street San Francisco, CA 94105 United States

(Mail delivery only - no walk-in support)

Tips for Getting Great Support

Do's

✅ Be specific - "Reviews widget not showing on product page X" vs. "Something is broken" ✅ Include details - Browser, device, store URL, error messages ✅ Be patient - Complex issues take time to investigate ✅ Try AI first - Often fastest resolution ✅ Attach screenshots - Visual aids speed diagnosis ✅ Provide steps to reproduce - Helps us recreate issue ✅ Follow up - Reply if suggested solution doesn't work

Don'ts

❌ Don't send multiple tickets - Slows resolution (we'll think they're separate issues) ❌ Don't mark everything urgent - Real emergencies get delayed if everything is "urgent" ❌ Don't include sensitive data - Passwords, full credit cards, etc. ❌ Don't expect instant resolution - Some issues need investigation ❌ Don't ghost us - If we ask for info, please reply

Making Support Love You

The best support customers:

  • Provide clear, detailed information
  • Are friendly and patient
  • Give feedback when issues are resolved
  • Report bugs constructively
  • Thank the team when helped

Result: Support team goes extra mile for great customers!

Emergency Contact

True Emergencies Only

Qualify as emergency:

  • Store completely down
  • Checkout broken (can't process orders)
  • Data breach or security incident
  • Payment processing failure

Emergency hotline: Available for Enterprise customers (see welcome email)

Everyone else: Email support@synton.ai with "URGENT" in subject

Response: Critical issues get immediate attention regardless of plan.

Related Resources

Quick Reference

Need help right now?

  1. Press ⌘ / and ask the AI
  2. Check Troubleshooting Guide
  3. Email support@synton.ai
  4. Visit status.synton.ai (check for outages)

We're here to help! Don't hesitate to reach out.

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