Understanding Our Support Scope
At Bettermode, our goal is to empower your success using our customer community platform and developer toolkit. To ensure you receive the right kind of help and to set clear expectations about the support you'll receive, we've documented exactly what is included in our support scope.
1. How We Support You
Bettermode AI – Your First Point of Contact
Every support interaction begins with Bettermode AI, our intelligent support agent.
Bettermode AI is connected to all of Bettermode's official documentation, guides, and product knowledge. It can instantly answer most questions about how to use the platform or where to find resources.
At any point, you can ask Bettermode AI to connect you with a member of our team, and you'll be transferred to a real person for assistance within our defined scope.
2. Our Focus: Bettermode Platform Functionality
Our support team focuses on the core Bettermode platform — everything you can do through the native, no-code experience.
We provide support for:
- Feature Guidance: How to use and configure features available in the native app
- Troubleshooting: Help with bugs, errors, and unexpected behavior in the core platform
- Navigation Support: Guidance on where to find functionality within the platform
- Documentation Direction: Assistance locating relevant articles or developer references
- Account and Access Issues: Help with login, permissions, and general account management
- Feature Requests: Recording and submitting your feedback or requests for new functionality
In scope: Any feature that exists natively in Bettermode.
Out of scope: Features that require custom development. We'll be happy to hear your feedback and can direct you to a trusted implementation partner if applicable.
3. Technical Support
Our Technical Support team provides help with key configuration elements that ensure your Bettermode community operates smoothly and securely.
We assist with:
- Custom Domains: Guidance and troubleshooting for setting up and managing custom domains for your community
- Email Configuration: Assistance configuring and verifying custom "From" email addresses used for community notifications
- Single Sign-On (SSO): Support and troubleshooting to ensure your SSO setup is correctly configured and functioning as expected
- Integrations: Help configuring integrations with apps in the Bettermode App Store that are developed and maintained by Bettermode
Our technical support covers standard configurations within Bettermode's platform and supported integrations.
For specialized assistance, we'll refer you to a certified technical partner in these cases:
- Custom domain routing
- External authentication flows
- Third-party email infrastructure
- Integration issues involving third-party or customer-built apps
4. Out of Scope: Customization and Strategy
Our support team focuses on helping you use the native platform functionality — not build on top of it or design your entire experience.
We do not provide:
- Custom Development Support: Creating or debugging custom apps, scripts, or integrations
- Implementation Strategy: Advice on structuring or designing your community experience
- Feature Creation: Help developing entirely new capabilities outside the native product
- Embedding or API Chaining Guidance: Assistance embedding Bettermode into other systems or combining multiple APIs for specific outcomes
Building something new? Our partner network can help with custom development, design, migrations, and implementation strategy. We'll connect you with a trusted partner matched to your needs.
Using existing platform features? We're here to help.
5. Developer Toolkit Support
For customers using the Developer Toolkit, our support team provides basic direction — not full implementation support.
We can help with:
- Understanding how to create and install an app in your Bettermode community
- Locating documentation and relevant API and webhook endpoints
- Simple API questions (e.g., "Which API retrieves a list of posts?") with basic examples
We do not provide:
- Full integration walkthroughs or example implementations
- Debugging API calls or performance tuning
- Advice on combining multiple APIs or architectural best practices
For advanced API, webhook, or app development needs, we'll refer you to a trusted technical partner from our certified network.
6. When to Engage a Partner
If your goals involve custom integrations, app development, or deep technical consulting, we'll connect you with one of our certified partners.
Partners can assist with:
- Custom API or webhook integrations
- Developing new applications using the Bettermode toolkit
- Data migrations and advanced reporting
- Community experience design and strategy
We'll ensure your request reaches the right expert quickly.
7. Service Status and Incident Updates
In the rare event of a service disruption or major outage, check the real-time status of the Bettermode platform at status.bettermode.com.
Our Status Page provides live updates on:
- Platform uptime and incident details
- Scheduled maintenance notices
- Component-specific performance (coming soon!)
- Resolutions and post-incident summaries
If you experience issues not reflected on the status page, contact our support team for assistance.
8. Feedback and Continuous Improvement
We're constantly evolving our platform and support model. If you have suggestions or ideas to improve our support experience, we'd love to hear from you.
9. Emergency Issues
While we leverage AI extensively to deliver rapid and consistent support responses, certain situations require immediate human intervention. If you have account access issues, service availability concerns, or threats to your community's integrity, our customer support specialists are available to assist you directly.
To escalate an emergency issue: When creating a chat with our support team, select the "Account Access" option to route your request to the appropriate emergency channel.
We treat the following as emergencies:
- Account Access Issues: You cannot access your community due to login problems
- Service Availability Concerns: Our status page shows all systems operational, but you cannot access the platform
- Malicious or Suspicious Activity within Your Community:
- Unauthorized access due to compromised credentials
- Data deletion or modification without admin awareness
- Active Security Vulnerabilities: Exposed sensitive data, suspected exploit attempts, or other security threats actively impacting your environment
- Critical Business Disruption:
- Inability to post, moderate, or manage your community during a key event or launch
- Automated workflows or integrations executing destructive or unintended actions
10. How to Contact Us
For platform-related issues and guidance within scope, start a chat with Bettermode AI:
- Go to administration
- Click your profile picture in the bottom left of the navigation bar
- Select "Contact Bettermode"
Bettermode AI is available 24/7.
If Bettermode AI can't resolve your question, ask to speak with the Bettermode team. The support team operates 9AM–5PM Eastern Time.
For advanced technical work, visit our Developer Portal or request an introduction to a certified partner.