Navigating 15Five's tools and resources is key to maximizing your experience, and our team is here to help you every step of the way. In this article, you'll find everything you need to reach out to our support, billing, and sales teams, as well as information on signing up for office hours with our experts. We’ve also gathered a range of resources to ensure you have ongoing support to drive success with 15Five— from system status updates to our Help Center and Academy courses.
Here's what's covered:
- How to contact our Support Team
- How to contact our Billing Team
- How to contact our Sales Team
- 🌟 How to sign up for Office Hours
- Resources for Ongoing Support
- Generate a HAR File to assist with Support Troubleshooting
How to contact our Support Team
Our Support team is here to answer your product questions, troubleshoot issues with your account, and help you make the most of 15Five.
Support hours
We are online to help you Monday-Friday from 8 AM - 8 PM EST. Our Support Team aims to respond to all tickets within 1 business day.
There area few ways to open a ticket with our Support Team:
- Click the Resource Center widget in the bottom-right corner of your 15Five account and select Chat with Support to start a live conversation.
- Click the chat icon in the bottom-right corner of the Help Center to open a ticket.
- Email your question to support@15five.com. Please include a brief description of your issue and any relevant context, links, or screenshots.
Check out resources for some common issues below:
Note
If you're asked to generate a HAR file for troubleshooting, please refer to the FAQs at the bottom of this article for steps.
How to contact our Billing Team
If you have a question about your invoice or billing details, you can open a ticket with 15Five's Billing Team by emailing ar@15five.com. Our Billing Team responds to all incoming emails within 48 hours on regular business days. For articles around billing in 15Five, check out this section of the Help Center.
How to contact our Sales Team
If you have sales-related questions and are a current customer, please reach out to your assigned Account Manager or support@15five.com. Otherwise, get your trial started or chat with an account representative here.
How to sign up for Office Hours
Whether you’re looking to optimize engagement initiatives or need help with technical details, our Office Hours sessions are here to help you succeed with 15Five! In each session, you'll meet with a 15Five Team Member— either 1:1 or with other similar customers— to learn how to best use 15Five to achieve your organization's needs.
Customer Experience Office Hours 🌟
Our Customer Experience Office Hour sessions, hosted by 15Five's Digital Customer Experience Team, provide you with access to live guidance around best practices and using 15Five to drive employee performance, engagement, and retention.
Customer Support Office Hours 🧑💻
Our Support Team Office Hours provide a space for you to address specific technical questions live with members of our Support Team, ensuring you're fully equipped to make the most of 15Five’s features.
Resources for Ongoing Support
Roles 👥
Throughout your journey with 15Five, experts in the following roles are here to help you make the most of 15Five! Please note that access to specific roles differs based on your organization's contract.
Role |
Responsibilities |
|---|---|
| Customer Support Engineers (Support Team) | Point of contact for technical issue resolution and product questions. Offers identification and resolution of bugs, technical issue resolution, and system logic and guidance. |
| Digital Customer Experience Managers (DCXM) | Point of contact post-implementation. Provides live office hours support to guide you on best practices, feature rollout, and driving outcomes with 15Five. |
|
Professional Services Manager (PSM)* |
Point of contact during implementation. Provides implementation guidance, assistance with integrations, onboarding logistics, and training. |
| Customer Success Manager (CSM)* | Point of contact post-implementation. Provides guidance on adoption & engagement, strategy, best practices, feature rollout, and philosophy. |
*These roles are only available for support if included in your contract. If you're not sure whether or not your company qualifies for a PSM or CSM, please contact our Support Team.
Resources 📝
The following customer resources are also available to you at every point in your 15Five journey.
Resource |
Description |
|---|---|
| Help Center (success.15five.com) | 15Five's Help Center is your go-to resource for how-to articles and FAQs about the 15Five product. |
| Academy (learn.15five.com) | 15Five’s Academy is a series of on-demand courses that help users get up and running in 15Five through short, impactful multimedia lessons. Each lesson delivers a mix of short videos, written content, and knowledge checks to help account admins maximize their 15Five journey. Sign up. |
| Upcoming and on-demand webinars | Our Product Training and Marketing Teams host webinars throughout the year to help you make the most of 15Five. Learn more. |
| Content Library | 15Five's content library contains books, guides, videos, and more to help people thrive at work. |
| System Status | Check our system status to see the current operational status of 15Five components. |
Frequently Asked Questions (FAQs) ❓
At 15Five, we take quality and performance seriously and want to make sure that we meet you where you are and can deliver the best experience possible. That is why we are careful about what browsers we support and test for. Below you will find a list of all supported browsers that you can use for 15Five:
- Google Chrome
- Apple Safari
- Microsoft Edge
- Firefox
- Safari (on the latest iOS devices)
- Chrome (Android devices with hdpi, xhdpi, xxhdpi device resolutions)
We no longer support Internet Explorer due to security risks and Microsoft's own declaration that IE should only be used for compatibility purposes for legacy applications.
When working with 15Five's Support Team we will sometimes ask you to generate a HAR file. A HAR file is a log of network requests, captured while an issue is occurring, that provides data that our team can utilize to troubleshoot complex issues.
To generate a HAR file, please follow the browser-specific instructions.
Chrome
- In Chrome, go to the page in 15Five where you are experiencing trouble.
- At the top-right of your browser window, click the Chrome menu (⋮).
- Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome.
- Click the Network tab.
- Select Preserve log.
- You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser.
- Refresh the page and reproduce the problem while the capture is running.
- After you successfully reproduce the issue, right-click on any row of the activity pane and select Save as HAR with Content.
- Select the Console tab.
- Right-click anywhere in the console and select Save as....
- Name the log file Chrome-console.log.
- Send both files as shared links in a reply to your case.
Firefox
- In Firefox, go to the page in 15five where you are experiencing trouble.
- Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window.
- Select Web Developer > Network.
- The Developer Tools window opens as a docked panel at the side or bottom of Firefox.
- Click the Network tab.
- Select Persist logs.
- Refresh the page and reproduce the problem while the capture is running.
- After you successfully reproduce the issue, right-click any row of the activity pane and select Save all as HAR.
- Select the Console tab.
- Right-click any row and select Select all.
- Paste the content in a text file and name it console-log.txt.
- Send both files as shared links in a reply to your case.
Safari
- In Safari, go to the page in 15Five where you are experiencing trouble.
- In the menu bar at the top, click Develop and select Show Web Inspector.
- Click the Console tab and select Preserve Log
- Go back to the Network tab.
- Refresh the page and reproduce the problem while the capture is running.
- After you successfully reproduce the issue, right-click any row of the activity pane and select Export HAR.
- Click the Console tab.
- Right-click any row and select Select all.
- Paste the content in a text file and name it console-log.txt.
- Send both files as shared links in a reply to your case.
Tip
If you do not see Develop in the menu bar, click on Safari, and then Settings. From there, click on Advanced, and at the bottom, you will want to check the box for show develop menu in menu bar.
Edge
- In Edge, go to the page in 15Five where you are experiencing trouble.
- At the top-right of your browser window, click the Edge menu (⋮).
- Select Developer Tools.
- Click the Network tab.
- Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X.
- The green play button (Start Profiling Session), should be selected by default. This means the capture function is running.
- Refresh the the page and reproduce the problem while the capture is running.
- Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk.
- Click the Console tab.
- Right-click any row and select Copy all.
- Paste the content in a text file and name it console-log.txt.
- Send both files as shared links in a reply to your case.