We aim to make your experience super smooth. If you run in to any issues, or need a hand getting anything done, we're here to help.
Things can always go wrong
Functionality within the divergent Cloud is heavily tested by professional testers and, more importantly, unprofessional testers (which can include the team's parents & grandparents at times) to make sure that everything is working well and as usable as possible.
However, this is a complex piece of engineering with multiple moving parts.
Things can and will go wrong. We just try to keep that to an absolute minimum.
The good news is that when it does go wrong, we're here to help.
Getting Help
To raise a support request or bug report, simply email us on hello@divergent.cloud at any time.
We do always suggest that you try Self Troubleshooting before raising an issue with us, as sometimes the fix can be relatively simple, and we're not able to do certain things on your behalf but we will definitely guide you on how to do anything you would need.
We aim to respond to all requests sent within 2 business days (United Kingdom, 8am - 6pm).
Getting the best help
Try to include as much information as possible with any support request:
What you were trying to do
What actually happened
What you would expect to happen
Any screenshots or copies of any error messages displayed
Whether the action is repeatable
Any additional context such as recent changes you've made, if this was working previously, etc
The more information we have, the better we can help you on the first try.
Support Etiquette
This is very important.
We pride ourselves on being approachable and respectful in all of our interactions and we ask for the same courtesy in return. When reaching out to us with an issue, we encourage you to communicate as you would in a professional in-person setting. Aggressive language, swearing, or any form of disrespect can hinder the support process and is not conducive to a productive resolution.
In the same way you wouldn't like us sending you an email titled "URGENT - PAY US NOW", we don't like receiving emails like "HELP ME NOW THE SYSTEM IS BROKEN". Please try to make the subject of your email as relevant as possible to the issue you're facing or question you have, which will help us to quickly understand and categorise your request for more efficient handling.
Sending an email with "URGENT" (or similar, ALL CAPS etc) in the subject will not get any more attention than an email without. All customers and issues are equally as important to us.
How we'll help you
Emails from us may or may not have a name attached to them in replies. That's for a very good reason. Our support team is made up of dedicated staff, developers, and even our founders. Depending on your request, you may end up dealing with multiple people whilst your ticket is answered / resolved.
We know that people hate to have to explain things over and over and over and over and over again to different people, because we do too. We'll always review any other cases you may have raised previously that may be related to the issue at hand and get a full context of your usage.
Because we've verified your business and may already have been in touch with you to discuss how you use our platform, we will always try to offer personalised help to you where possible.
We will not send you generic templated, nor automated replies (we know, they're awful), but we may link you to specific pieces of documentation if we feel that it is strong enough to help solve your problem. If you've already read the docs we may send you to, just let us know. We may be able to improve them based on your feedback.
Sometimes, we may need information from specific people that have expertise in a subject matter. If we do, we'll always let you know that we're going to be checking in with someone else or to expect a response in the near future.
FAQ
Can support do everything for me?
Unfortunately not. As a company with strong privacy controls in place, our support team are typically unable to directly access your data (unless you invite them in).
Rather, we'll help you get to where you need to be, or guide you through what you need to do to be able to manage the problem yourselves.
This means that if you ever have the issue again, you will have the knowledge to solve the issue.
Is there any other method of support?
No. We only offer support via email.
It's the best way for us to deal with your problem internally and help us improve. Each case raised with us is viewed by at least 2 people at all times to ensure that you're always getting the best support possible.
Some examples of things we can't do for you, but will certainly help you with are:
Connect, adding a new Sender (Email or SMS) or setting up automations
Identity, setting up new OAuth clients or branding
Reserve, adding new Locations or configuring your Communication Templates
BUT I WANT TO CALL YOU CAN I?
No. We only offer support via email.
Speaking on the phone is not a good use of time. When you email us, we can instantly have eyes on from around the world (literally in our case, we're a fully remote & international team) to offer the best help we can.
If you were to call us, you're effectively putting the person you speak to "on the spot" to answer your question which isn't always possible. Our support cases may bounce around between multiple different members of the team at any time to make sure you're getting the best possible support.
Why won't you let me say URGENT if it's URGENT?
Because something being urgent is subjective. We treat all support cases with high importance and aim to resolve everything as soon as possible. Labelling a case as "URGENT" does not change the speed at which we can address it.
Our process is designed to ensure fairness and efficiency in how we handle support cases for all of our customers. By not allowing the use of "URGENT" in requests, we can maintain a queue that progresses systematically, ensuring that each case is given the attention it deserves based on the order it was received and its complexity.
Our team is well trained to assess the severity of issues and prioritise them accordingly. If there is a critical issue that affects system availability or causes significant operational impact they will naturally be escalated internally.
We understand that your issue is important to you and we commit to addressing each and every case with the urgency that it requires, based on actual impact on operations.