Support
Get the right help, the right way.
Thirdlane is sold and serviced through partners — but we operate first-line support and engineering ourselves, with documentation, a customer portal, and direct sales channels for licensing and deployment questions.
Where to start
Customer support portal
Existing customers manage tickets through our Freshdesk customer portal. Sign in with the credentials your account team set up at deployment.
Open the customer portalDocumentation
Self-service first. Platform docs cover deployment, configuration, integrations, and operations. User docs cover Connect and the end-user surfaces.
Browse docs →Sales & licensing questions
Renewals, additional licenses, deployment-model changes, or migration discussions don't go through the support portal. Contact sales directly. For support tier and services pricing, see Support & Services pricing.
See Support & Services pricing →Who do I talk to?
Thirdlane operates a channel-led model — most customers are served by a partner who delivered the platform. The right escalation path depends on which scenario describes you:
You bought through a partner
Reach out to your partner first — they hold the customer relationship and have direct escalation paths into Thirdlane engineering for issues that need our involvement.
You bought direct from Thirdlane
File tickets through the customer portal. Sales and renewal questions go to your account team via the contact form.
You’re evaluating Thirdlane
Pre-sales technical questions are handled by sales engineering; reach out via the contact form and we’ll route appropriately.
Response framework
Specific response and resolution targets are documented in your support contract. The general shape:
Critical (system down)
Reported via the customer portal with critical priority. Immediate triage during business hours; after-hours coverage as defined in your support contract.
High (significant degradation)
Same-business-day acknowledgment. Engineering involvement as needed.
Standard (questions, configuration help)
Acknowledged within one business day. Resolution timeline depends on complexity and customer support tier.
Enhancement requests
Tracked through the customer portal. Larger feature requests are reviewed for inclusion in upcoming release planning.
Community archive
Our older community forum is preserved as a static, read-only archive — useful for historical threads and configuration discussions from earlier releases. Active questions belong in the customer portal.
Still not sure who to contact?
Reach out and we’ll route you to the right team — sales, support, engineering, or a partner who can help.