For access to Unleashed's latest updates and self-help support articles, all users may click on the in-app messenger, displayed as either a magnifying glass icon or speech-bubble icon , in the bottom right corner of their Unleashed account.

Users with "Support" enabled will also have access to the resources available per your account's Customer Success Plan (CSP), such as Live Chat and Phone Support.

To get fast and effective help with Unleashed, support-enabled users head to the same speech-bubble icon in your Unleashed account and select "Ask a question". This connects you with our Digital Assistant, available 24/7, which can provide instant answers to common questions. For anything more complex, ask to speak to a member of the Support team who will be on hand to help!

Any conversations you've had with our Digital Assistant and Support team, or any tickets that have been raised for you, will be available to view via the in-app messenger.

If you're subscribed to either the Standard or Premier CSP and have "Support" enabled for your user, you have the option to call our Support team. Click on ? Help at the bottom of your Unleashed account's menu to find your regional Support Team's phone number and your account's unique Pin Code.

To enable "Support" for a user:

If you do not have access to the Users page in Settings, contact your Account Owner or a Superuser who can make the update for you.

If you're subscribed to either the Standard or Premier CSP, you'll have access to Unleashed's University, which is a self-led training resource that provides guidance on how to use Unleashed and the functions available.

To enable the University for a user, per your account's CSP:

Once enabled, Unleashed University can be accessed by going to your name's dropdown in the top right corner of Unleashed and selecting "Unleashed University".

There's a limit to how many users can be enabled for Unleashed University simultaneously in your Unleashed account, based on your CSP:

Customer Success Plans (CSPs) in Unleashed determine the level of support your account is subscribed to, as well as the number of users that can simultaneously use the Support resources available. Every Unleashed account will be subscribed to one of the following CSPs, with the following user limits:

Enabled users of your account will be provided access to the following support resources, based on your account's CSP. For a full breakdown of further resources available for each CSP, see Unleashed Customer Success Plans.

Human support, provided over all our support channels, will be handled by our regional support teams, based in NZ, AU, KL and UK, in line with the following CSP level service hours:

For more details on the expected response times from Unleashed's support teams, see Initial support response times.