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 we set a clear expectation of the support you’ll receive, we have 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 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 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.
This includes:
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 in 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.
If a feature exists natively in Bettermode, it’s in scope. If it requires custom development, it’s out of scope, and we’d be more than happy to hear you’re feedback and 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 can assist with:
Custom Domains: Guidance and troubleshooting for setting up and managing custom domains for your community.
Email Configuration: Assistance with 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 custom domain routing, external authentication flows, third-party email infrastructure, or integration issues involving third-party or customer-built apps, we’ll refer you to a certified technical partner for specialized assistance after confirming the request is feasible.
4. Out of Scope: Customization and Strategy
Our support team focuses on helping you use the native platform functionality— not building on top of it or designing your entire experience.
This means we do not provide:
Custom Development Support: Creating or debugging custom apps, scripts, or integrations.
Implementation Strategy: Advice on how to structure or design your community experience.
Feature Creation: Help with developing entirely new capabilities outside the native product.
Embedding or API Chaining Guidance: Assistance with embedding Bettermode into other systems or combining multiple APIs for a specific outcome.
If you’re building something new, our partner network is your next step. We have trusted partners for design, white glove migrations,
If you’re using something that already exists in the platform, we’re here to help.
5. Developer Toolkit Support
For customers using the Developer Toolkit, our support team can provide basic direction — but not full implementation help.
We’ll assist with:
Understanding how to create and install an app in your Bettermode community.
Locating documentation and relevant API and webhook endpoints.
Simple API Guidance: e.g., “Which API retrieves a list of posts?” — with basic examples.
We will 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 make sure your request reaches the right expert quickly.
7. Service Status and Incident Updates
In the rare event of a service disruption or major outage, you can always 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 are experiencing issues that are not reflected on the status page, you can still 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 make our support experience better, we’d love to hear from you.
9. Emergency issues
While we are leveraging AI extensively to deliver rapid and consistent support responses, there are certain situations where immediate human intervention is essential. In cases involving account access, service availability, or critical threats to the integrity of your community, our customer support specialists are available to assist you directly.
When creating a chat with our support team, simply select the “Account Access” option to route your request to the appropriate emergency channel.
Situations that will be treated as emergencies include:
Account access issues — unable to access your community due to login issues
Service availability concerns — when our status page indicates all systems are operational, but you are still unable to access the platform
Malicious or suspicious activities within your community, such as:
Unauthorized access due to compromised credentials
Data deletion or modification without admin awareness
Security vulnerabilities actively impacting your environment (e.g., exposed sensitive data, suspected exploit attempts)
Platform behavior resulting in critical business disruption, such as:
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 by going to administration, clicking on your profile picture in the bottom left of the navigation bar and selecting “Contact Bettermode” — it’s available 24/7.
If Bettermode can’t resolve your question, simply ask to speak with the Bettermode team. The support team operates between 9AM and 5PM Eastern Time.
For advanced technical work, visit our Developer Portal or request an introduction to a certified partner.