The Tiller Customer Success team strives to make sure you get your account, service, and core product questions answered and resolved as quickly as possible. Please read on below to understand what topics the CS team will be able to answer.
Note: Your fastest time to resolution for how-to and template related questions is to search our help center or the Tiller Money Community.
What about the bot?
The team uses a "Tiller Helper Bot" to help route your questions and gather important information before your first response from a customer success team member. This helps us stay efficient. The more detail you can provide in your reply to the Tiller Helper bot the faster we'll be able to resolve your issue or answer your question.
Thanks for your cooperation as we fine tune these new tools.
Account, service, and core product related questions include:
- Billing/subscription management
- Tiller Console (https://sheets.tillerhq.com) issues or questions
- Bank connection or sync issues or questions
- Tiller Foundation Template questions or issues
- Tiller Money Feeds add-on questions or issues
- Tiller for Excel (beta) questions or issues
Questions about the Tiller Labs add-on and the solutions or tools that are included in it should be posted in the community in direct reply to the documentation topic for it.
You can find the documentation topic for an installed solution using these steps.
For Account Connection Issues
For Recommended Workflow Questions
These are questions about something outside the box of the Tiller Foundation template, advice on how to organize categories for your unique situation, or configure Tiller's data feeds to do something not documented on the Help Center.
Explore and search the Tiller Labs section of the Tiller Community. There are many recommended workflows and solutions already posted there. Reply directly to relevant topics there with additional questions.
You can also add a topic to the Discussion section on the Tiller Community. This is the best place to get answers to questions about how best to leverage Tiller from customers who are already using it.
For questions about Tiller Labs templates
Questions not related to the Tiller Foundation template are supported by our team in the Tiller Money Community.
Our Support Hours
Monday - Friday: 6AM PST - 3PM PST
Saturday & Sunday: response hours vary.
Our CS Team
Heather Phillips (Customer Success lead - part time support)
Krista Smith (Full time customer success specialist)
Selina Vega (Part time customer success specialist)
Warren Williams (Part time customer success specialist)
Janelle Delfino (Part time customer success specialist)
Tom Holman (Part time customer success specialist)
Self Service Support
There are 100s of articles and topics on our Help Center and Tiller Community forum so if you have a question, more than likely the answer is already on the help center or in the forum. If you write in, and find you're not getting a reply quickly enough, try searching for your answer on the Help Center or Tiller Community.
Why only chat/email support?
We do not offer 24/7 live support at this time, and we can only offer support via email and chat because we are a very small team and can provide the best quality support most efficiently using these methods.
Will someone respond immediately?
Availability during our support hours means someone is available and monitoring, but conversations are typically replied to on a first come first serve basis, and there can be a few hour delay before you receive an initial response.
Because we're a small support team (see below) we hope to have some free time on weekends to enjoy life so our response times on weekends will be slower and the hours will vary.
What about time to resolution?
We operate on a queue based system. We do our best to resolve your issue with our first response. The more detail you can provide in your original inquiry the more likely we’ll be able to quickly come to a resolution.
After our first response your ticket goes into our queue and it can take a few days for us to follow up and fully resolve your issue or answer additional questions.
Please search the help center or Tiller Community for the fastest resolution.
Account disconnection and feed issues that require us to contact our data provider, Yodlee, can take longer to resolve.
Read more about account errors, disconnects, and feed issues and what to do here.