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
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 2 business days.
There are two ways to open a ticket with our Support Team:
- Click on Support in the bottom, right-hand corner of the Help Center
- 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:
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. |
| Implementation Manager (IM)* | 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 an IM 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. |