For non-security issues, the fastest way to get help is through the in-product Feedback button or by contacting your ReFresh account contact.
Use the Feedback button (bottom of the sidebar) for bugs and feature requests
For account or commercial questions, contact your ReFresh account contact
For security concerns, see "Reporting a security concern" (9.6)
All customers currently have direct access to Harrison (commercial) and Rob (technical)
Tier-differentiated CSM is planned but not yet in place
(Confirm internally: tier-differentiated support model and SLAs.)
Submitting feedback in-product
The fastest way to log a bug or feature request is the Feedback button at the bottom of the sidebar (visible in both Admin and My ReFresh views).
Click Feedback.
Choose the Type:
Bug: report something that is broken
Feature Request: suggest something new
Enter a Title (a brief summary).
Enter a Description (what happened, what you expected, any relevant detail).
Attach a file if a screenshot or other evidence helps.
Click Submit Feedback.
Your session details are included automatically so the team can reproduce the issue.
Account and commercial questions
For questions about:
Subscription tier or seat allocation
Billing or invoicing
Onboarding scheduling
New integration requests
Custom configuration or services
Renewal or contract changes
Contact your ReFresh account contact directly. If you do not know who that is, ask any current ReFresh contact, or use the Feedback dialog with type Feature Request and a note about who to route the message to.
Current support model
All ReFresh customers currently have direct access to:
Harrison (commercial lead): account, contracts, onboarding, commercial questions
Rob (technical lead): integrations, configuration, technical issues
This direct-access model is intentional at the current stage; tier-differentiated customer success management (dedicated CSM on Automate, shared coverage on Operate and Essentials) is planned but not yet in place.
Response expectations
Specific support response times by tier are not yet formally documented. The current model is best-effort during Australian business hours, with email acknowledgement typically within one business day.
For urgent issues affecting your ability to use ReFresh, mark the feedback as a Bug with a clear description of impact.
Related articles
ReFresh security overview (8.1)
Reporting a security concern (9.6)
Subscription tiers and what is included (8.9)