Support Policy
Last updated: January 15, 2025
Our commitment to providing excellent customer support and helping you succeed with Renderiq's AI architectural visualization platform.
At Renderiq, we are committed to providing timely, helpful, and professional support to all our users. This Support Policy outlines our support channels, response times, and what you can expect when you contact us for assistance.
Fast Response
24-48 hour response time
Expert Help
Knowledgeable support team
Multiple Channels
Email, docs, and more
Support Channels
Primary support channel for all inquiries
Email:
support@renderiq.io
Best for:
- Technical issues
- Account questions
- Billing inquiries
- Feature requests
Get help directly from the platform
Location:
Dashboard → Help → Contact Support
Best for:
- Quick questions
- Feature guidance
- Platform navigation
Self-service resources
Location:
/docs and /help/faq
Best for:
- How-to guides
- Common questions
- API documentation
- Troubleshooting
Free Plan
Standard SupportEmail Support:
Yes (48-72 hours)
Documentation:
Full Access
Features:
- Email support
- Documentation access
- Community forum
- FAQ access
Pro Plan
Priority SupportEmail Support:
Yes (24-48 hours)
Documentation:
Full Access + Guides
Features:
- Priority email support
- Enhanced documentation
- Community forum
- Feature requests
- Monthly tips
Enterprise Plan
Highest SupportEmail Support:
Yes (4-8 hours)
Documentation:
Full Access + Custom
Features:
- Dedicated support
- Custom documentation
- Priority feature requests
- Account manager
- SLA guarantee
Our target response times vary by support level and issue severity:
Free Plan
Standard support
Pro Plan
Priority support
Enterprise Plan
Dedicated support
Note: Response times are measured during business days (Monday-Friday, excluding holidays). Critical issues (service outages, security concerns) receive immediate attention regardless of plan level.
We Can Help With
- • Platform usage and navigation
- • Account setup and management
- • Billing and subscription questions
- • Technical issues and bugs
- • Feature explanations and tutorials
- • Credit and rendering questions
- • API integration support
- • Best practices and tips
Limited Support For
- • Custom architectural design work
- • Third-party software integration
- • Hardware-specific issues
- • Network configuration problems
- • Training for architectural software
- • Legal or compliance advice
- • Custom development requests
To help us assist you quickly and effectively, please include the following information when contacting support:
- Account Information: Your email address associated with the account
- Issue Description: Clear description of the problem or question
- Steps to Reproduce: If reporting a bug, detailed steps to reproduce the issue
- Screenshots/Error Messages: Visual evidence of the issue
- Browser/Device Info: Browser version, device type, operating system
- Relevant Project/Render IDs: If applicable, IDs of affected projects or renders
If you're not satisfied with the support you receive, you can escalate your issue:
- Reply to the support email thread requesting escalation
- Include why you believe escalation is necessary
- Your issue will be reviewed by a senior support team member
- Enterprise customers can contact their account manager directly
Email Support:
support@renderiq.io
Billing & Refunds:
refunds@renderiq.io
Enterprise Support:
enterprise@renderiq.io
Response Time:
We aim to respond within 24-48 hours
Policy Updates
We may update this Support Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email or platform notification.