---
title: Product Support and Escalation
description: Customer support at RocketDocs is central to ensuring our user base successfully adopts our platform. We provide several layers of support for issues ranging…
---
[Skip to content](https://support.rocketdocs.com/en-us/knowledgebase/wiki/spaces/rdsd/pages/2275934209/productsupportandescalation#main-content)
English - United States
Show submenu for translations
Open main navigation
Close main navigation
- English - United States
Show submenu for translations
- [Contact Us](https://13knt.share-na2.hsforms.com/2arNyK8LnTriPpUcjEqzpvg)
[Contact Us](https://13knt.share-na2.hsforms.com/2arNyK8LnTriPpUcjEqzpvg)
How can we help you?
- There are no suggestions because the search field is empty.
1. [RocketDocs Knowledge Base](https://support.rocketdocs.com/en-us/knowledgebase?hsLang=en-us)
2. [Training and FAQs](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us)
3. [FAQs](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#faqs)
# Product Support and Escalation
## Customer support at RocketDocs is central to ensuring our user base successfully adopts our platform. We provide several layers of support for issues ranging from functionality questions to emergency requests. Our approach to triaging and resolving support issues is detailed below.
### **Support Requests**
Customers may submit requests by [**logging a ticket**](https://rocketdocs.atlassian.net/servicedesk/customer/portal/6/group/-1) in our portal or by emailing [**support@rocketdocs.com**](mailto:support@rocketdocs.com). All incoming requests are evaluated by our support team and responded to within the times outlined in our Service Level Agreement (SLA). All requests are funneled through our escalation process which may include our senior technical staff, product management, and development teams depending on the issue and resources needed.
### **Critical Requests**
Critical support requests are handled through our typical process during business hours. Primary service hours are 09:00 to 20:00 EST, not including Saturday, Sunday, or public holidays in the United States.
Phone Support is also available at 833-9RESPONSE, and critical product requests are forwarded to our on-call staff during off hours.
### **Customer Success Team**
In addition to our support team, the RocketDocs customer success team provides ongoing individualized support geared toward building our partnership by understanding and assisting with your organization’s goals. During the onboarding process, we will assign a Customer Success Manager to your account. If you need assistance while your Customer Success Manager is out of office, our support team would be happy to assist with routing your request to the appropriate resource.
### **Self-Service Tools and Training**
The [RocketDocs Product Documentation Portal](https://support.rocketdocs.com/en-us/knowledgebase/rocketdocs?hsLang=en-us) allows users to explore various topics on their own with many step-by-step articles, video walkthroughs, and recorded webinars. RocketDocs also offers live webinars on a regular basis.
- [Training and FAQs](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#main-content)
- [Administration Training](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#administration-training)
- [Content Training](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#content-training)
- [Project Training](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#project-training)
- [SME and Contributor Training](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#sme-and-contributor-training)
- [FAQs](https://support.rocketdocs.com/en-us/knowledgebase/training-and-faqs?hsLang=en-us#faqs)
- [Integrations and Tools](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#main-content)
- [API Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#api-integration)
- [Door Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#door-integration)
- [Dynamics Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#dynamics-integration)
- [Google G-Suite Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#google-g-suite-integration)
- [LaunchPad (Microsoft Office Add-in)](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#launchpad-microsoft-office-add-in)
- [RocketVault (Browser Extension for Portals)](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#rocketvault-browser-extension-for-portals)
- [Salesforce Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#salesforce-integration)
- [SharePoint Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#sharepoint-integration)
- [Single Sign-on and SCIM Provisioning](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#single-sign-on-and-scim-provisioning)
- [Teams Integration](https://support.rocketdocs.com/en-us/knowledgebase/integrations-and-tools?hsLang=en-us#teams-integration)
- [AI Capabilities](https://support.rocketdocs.com/en-us/knowledgebase/ai-capabilities?hsLang=en-us#main-content)
- [The RocketDocs AI Approach](https://support.rocketdocs.com/en-us/knowledgebase/ai-capabilities?hsLang=en-us#the-rocketdocs-ai-approach)
- [AI Prompting](https://support.rocketdocs.com/en-us/knowledgebase/ai-capabilities?hsLang=en-us#ai-prompting)
- [Astro (AI Chat Bot)](https://support.rocketdocs.com/en-us/knowledgebase/ai-capabilities?hsLang=en-us#astro-ai-chat-bot)
- [GenAI Folders](https://support.rocketdocs.com/en-us/knowledgebase/ai-capabilities?hsLang=en-us#genai-folders)
- [Administration](https://support.rocketdocs.com/en-us/knowledgebase/administration?hsLang=en-us#main-content)
- [Content Styles](https://support.rocketdocs.com/en-us/knowledgebase/administration?hsLang=en-us#content-styles)
- [Notifications](https://support.rocketdocs.com/en-us/knowledgebase/administration?hsLang=en-us#notifications)
- [System Settings](https://support.rocketdocs.com/en-us/knowledgebase/administration?hsLang=en-us#system-settings)
- [User Management](https://support.rocketdocs.com/en-us/knowledgebase/administration?hsLang=en-us#user-management)
- [Content Management](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#main-content)
- [Adding and Editing Content](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#adding-and-editing-content)
- [Archiving Content](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#archiving-content)
- [Content Administration Settings](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#content-administration-settings)
- [Content Import/ Export](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#content-import-export)
- [Content Libraries & Attributes (Categorization)](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#content-libraries-attributes-categorization)
- [Deduplicating Content](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#deduplicating-content)
- [External Files](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#external-files)
- [Searching for Content](https://support.rocketdocs.com/en-us/knowledgebase/content-management?hsLang=en-us#searching-for-content)
- [Projects](https://support.rocketdocs.com/en-us/knowledgebase/projects?hsLang=en-us#main-content)
- [Project Administration Settings](https://support.rocketdocs.com/en-us/knowledgebase/projects?hsLang=en-us#project-administration-settings)
- [Autofill & LaunchPad](https://support.rocketdocs.com/en-us/knowledgebase/projects?hsLang=en-us#autofill-launchpad)
- [Create/Edit a Project](https://support.rocketdocs.com/en-us/knowledgebase/projects?hsLang=en-us#create-edit-a-project)
- [Project Integrations](https://support.rocketdocs.com/en-us/knowledgebase/projects?hsLang=en-us#project-integrations)
- [Project Navigation](https://support.rocketdocs.com/en-us/knowledgebase/projects?hsLang=en-us#project-navigation)
- [RapidDocs](https://support.rocketdocs.com/en-us/knowledgebase/rapiddocs?hsLang=en-us)
- [Reports](https://support.rocketdocs.com/en-us/knowledgebase/reports?hsLang=en-us)
- [Technical Documentation](https://support.rocketdocs.com/en-us/knowledgebase/technical-documentation?hsLang=en-us)
- [Release Updates](https://support.rocketdocs.com/en-us/knowledgebase/release-updates?hsLang=en-us#main-content)
- [2026 Release Notes](https://support.rocketdocs.com/en-us/knowledgebase/release-updates?hsLang=en-us#2026-release-notes)
- [2025 Release Notes](https://support.rocketdocs.com/en-us/knowledgebase/release-updates?hsLang=en-us#2025-release-notes)
- [2024 Release Notes](https://support.rocketdocs.com/en-us/knowledgebase/release-updates?hsLang=en-us#2024-release-notes)
- [2023 Release Notes](https://support.rocketdocs.com/en-us/knowledgebase/release-updates?hsLang=en-us#2023-release-notes)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, RocketDocs Global