How to Get Support from SpotDraft
Last updated: September 9, 2026
Whether you're stuck on a contract workflow, hit an error, or want to know how a feature works, this page shows you the fastest way to reach us, what to include so we can resolve it on the first reply, and what to expect once you've raised a request.
Reach us via
Channel | Best for | How |
|---|---|---|
In-app chat | Quick questions and live troubleshooting — the fastest route | Click the chat icon inside SpotDraft. SpotAssist, our AI assistant, answers instantly and hands off to a specialist if needed. |
Detailed requests, attachments, looping in colleagues | Write to help@spotdraft.com from your work email. A ticket and request ID are created automatically. | |
Slack | Teams with a shared SpotDraft Slack channel | Post in your shared channel and tag the support team [@SpotDraft-Support]. Every message becomes a ticket, so nothing is lost. |
MS Teams | Teams connected to SpotDraft via Microsoft Teams | Raise the issue directly in your shared Teams channel, it's tracked the same way as Slack. |
Custom forms (if enabled) | Structured intake for specific request types | Submit through the intake form configured for your workspace. Available if your admin has enabled it. |
Customer portal (if enabled) | Logging and tracking requests across your team | View, update, and track all your organisation's support requests in one place. Available on Premium Support. |
Not sure where to start? Use in-app chat. SpotAssist resolves most how-to questions on the spot, and a specialist is one step away if it can't.
When reaching out, include this
The single biggest factor in how quickly we resolve your issue is the detail in your first message. Vague reports slow everyone down; specific ones let us start working immediately.
What you were trying to do — the task or workflow you were attempting (e.g. "Send the MSA for counterparty signature", not "clicked the button").
What went wrong — the unexpected behaviour or the point where you got stuck.
The exact error message — copy the text or screenshot it. Paraphrased errors are much harder to trace.
Where it happened — contract name, Contract URL, template name, or the page URL.
Who is affected and how urgently — just you or your whole workspace? Is a signing deadline or launch at risk?
A screenshot or screen recording — a 30-second recording often saves hours of back-and-forth.
Copy-paste template
What I was trying to do:
What went wrong:
Exact error message (if any):
Contract / template / page:
Who is affected:
Urgency (deadline or blocker?):
Screenshot or recording attached: Yes / No
Good habits that speed things up
One issue per ticket. Bundled requests wait for the slowest fix; separate tickets get routed to the right specialist and resolved independently.
Reply in the same thread. Keeps the history intact and the same specialist on your case.
Flag urgency in the first line so we can prioritise correctly from the start.
Never share passwords or sensitive personal data. We will never ask for your password. If a contract contains confidential information, tell us and we'll arrange a secure way to review it.
What to expect after you reach out
You'll get a request ID. Every ticket receives a reference number (e.g. #50378). Quote it in follow-ups or escalations.
A team member will respond. A support specialist picks up your ticket and either resolves it or asks for the specific details still needed to reproduce it.
Screen share if needed. For complex issues, we may schedule a screen share or call to debug together in real time.
Engineering escalation when required. If a bug or product change is needed, we'll tell you, log it with our Engineering or Product team, and keep you updated on the same ticket.
Inactive tickets are closed. If we don't hear back after a few reminders, the ticket is marked resolved. You can reopen it any time simply by replying.
Examples by priority
Priority | Bugs / technical issues | Support requests |
|---|---|---|
🔴 P0 Critical | Platform inaccessible for all users · Security vulnerability in production | Contracts showing incorrect terms to signers |
🟠 P1 High | Resend not working in DocuSign (manual retry possible) · Wrong status displayed in contract logs | Manual sync needed after a system delay |
🟡 P2 Medium | Dropdown cropped while assigning signers | "How do I integrate with Salesforce?" · Manual role assignment for one user |
🟢 P3 Low | Tooltip position incorrect in Teams description | Explanation of an optional advanced feature · Non-urgent formatting or clean-up request |
A note on mitigation time. Mitigation means unblocking you or providing a workaround — not necessarily a full product fix, which may follow in a separate engineering release cycle. We'll always tell you which one you're getting.
Support plans
Standard Support (included) | Premium Support (paid) | |
|---|---|---|
Support tiers | L1 + L2 | L1 + L2 with priority access |
AI assistant (SpotAssist) | Handles FAQs via Slack and in-app chat | Handles FAQs via Slack and in-app chat |
First human response | P0/P1: 4 hours · P2/P3: 6–8 hours | P0/P1: 2 hours · P2/P3: 2 hours |
Coverage | Your business hours, Mon–Fri | 24/7, including holidays and weekends |
Channels | Email · In-app chat | Email · In-app chat · Slack · MS Teams |
Customer portal | — | ✓ Track your own and your team's requests |
Not sure which plan you're on, or want to upgrade? Ask your Customer Success Manager or mention it in any support conversation.
Time zones
If you need support aligned to a specific time zone (for example PST, EST, or GMT), say so in your request. We'll schedule calls and screen shares at times that work for your location.
Checking on the status of your issue
Reply to your ticket at any time for an update — quoting the ticket ID helps us find it instantly. Premium customers can also track everything from the customer portal. For account-wide concerns or anything you'd like escalated, your Customer Success Manager works closely with the Support team and is always available.