Contact us
If you have a technical issue, please reach out through your dashboard by creating a ticket.
For questions about billing, credits, or using Evelance, submit your query through the form.
If you are not a current customer and would like to learn more about Evelance, you can also book a demo or use the form for general queries, and we will get back to you as soon as possible.
Support FAQs
1. How do I reach support?
For product issues, billing questions, or account help, email support@evelance.io. You can also open the support panel inside your dashboard by clicking the chat bubble under Learn. In-app tickets automatically include context so our team can troubleshoot faster.
2. What response time should I expect?
Requests submitted during business hours usually receive a same-day first reply. Straightforward account questions are often resolved immediately, while more complex cases, such as file ingestion issues, may take a short back-and-forth before resolution.
3. What are your support hours?
Our team is available Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. Messages sent after hours, weekends, or holidays are queued and handled the next business day. Enterprise customers can align escalation windows as part of onboarding.
4. How do I report a bug or failed run?
Submit a ticket in the support panel or email support@evelance.io with the project name, run ID if available, audience details, tested files or URLs, timestamp, and screenshots. If the issue is on our side, we credit back the personas used so you can re-test at no extra cost.
5. Do you offer enterprise SLAs and a priority channel?
Yes. Enterprise plans can include service level agreements, priority routing, and scheduled check-ins. During onboarding, we define escalation paths and response targets so your teams know exactly how support is handled.