This article covers all support and set-up assistance necessary to expedite your organization's success in innovation operations
Product issues, feedback, and learning
Here are frequently requested support needs:
- Suggestion for a software improvement
- Something appears to be broken
- Help with an account or system configuration
- Assistance with how to do something
- Help understanding a concept
If users need help with any of the above, they will fill out this form that can also be found at the bottom left of the Productable platform where they can “Submit feedback”. Users should expect to receive a response within 24 hours.
Log-in or other issues
If you encounter any log-in issues, non-technical questions, or simply anything you’d like to speak with our Success team about, we’re here to assist you promptly. You can email us via support@beproductable.com withand provide your name (first & last), and email associated with the account, and any error messages received. Users can expect a response and resolution within 24 hours.’
Adding new users
If you need another user added to a portfolio or project, or in a view-only capacity in the platform, you can add them one of a few ways:
- Go to the project page and add under “Project details”
Using the “Search” function along the top left or by manually navigating to a project, find the “Project details” where you can invite a user to join the project by typing in their email address.
2. Add users after creating a project
When you create a new project, you will be automatically directed to a modal where you can add project members.
3. We can handle it for you
If you have challenges with the self-service methods, you can email us at support@beproductable.com with these required fields:
- First Name
- Last Name
- Email address (if DoD, make sure it matches with their Platform One account)
- Project or portfolio to be associated with user
Onboarding new users
New user accounts are automatically provisioned once a new user is invited. When an account is provisioned, a new user will receive this welcome email providing them with an asynchronous and educational onboarding experience.
Hyperlinked are the below onboarding guides for new users:
- Onboarding guide for innovation integrators (Portfolio Owners, Subportfolio Owners)
- Onboarding guide for innovators (Project Members)
Should new users need hands-on, live support for logging in, navigating the platform, or performing any basic functions, users can book a 30-minute live support session here.
Closing the feedback loop
If you submit a product improvement or feature request, first off thank you! Productable’s Research & Development team will consider the change. If additional context is helpful, we will contact you to learn more about how you would benefit from this implementation.
If you report an error in the product, our Success team will email you as soon as it is resolved to make sure you can access what was broken.
Technical support prioritization and expectations
- Bugs that affect core usage for customers will be highly prioritized and usually resolved within one business day.
- Log-in and smaller-impact bugs are typically resolved within 24-48 hours.
- Product feedback will be reviewed and considered. Users will hear back from the Productable team if there is more discovery around the feature need before potential engineering and implementation are considered.
Miscellaneous
Productable’s uptime site keeps users up-to-date on platform status, including any platform outages and minute-by-minute status updates on active outage resolution. Users can also sign up for email updates or integrate with tools like Slack or Microsoft Teams to receive updates on platform outages.