Help and support
If you get stuck, help is right here
What you get
Four ways to get unstuck, none of which is a queue
Ask, and get an answer about YOUR setup
Not a generic help bot. It can see your own procedures, skills and agents, exactly the ones you could open yourself. So “why did this agent stop” gets an answer about your agent. It costs nothing and never spends your credits, on any plan.
Guides for whatever you are in the middle of
Searchable, and written for somebody who has never heard of an API. They cover what you are actually doing: recording, fixing a procedure, building an agent, connecting a system, working out a bill. They open beside your work rather than instead of it.
A person, when it needs a person
Tell us what broke from the page it broke on. You get a reference straight away, a reply by email, and the whole thing kept in one place so you are never re-explaining it to somebody new.
Somewhere to say what you'd change
Ideas and rough edges have their own door, so you do not have to dress one up as a fault to get it read. It reaches the same people.
What you don't have to do
No portal, no second login, nothing to remember
- Nothing extra to sign up for
- Your Steptree login is the whole of it. No support portal with its own password, no ticket address to remember, no second place to check for a reply.
- You never lose your place
- Help opens beside what you were doing. The question you had at step four gets answered at step four, rather than after you have navigated away and lost the thread.
- You are never re-explaining it
- Everything you have raised stays in one list with its full history. Reply to something we marked as resolved and it reopens, so it stays open until it is actually fixed.
- It is not a paywall
- Guides, the assistant, raising something, and sending us an idea are all there on every plan, including the free one. What a paid plan buys is how fast it comes back, not whether you are allowed to ask.
- Your colleagues can see it too
- Anyone administering your workspace can see what has been raised, so a problem does not vanish with the person who reported it and nobody files the same thing twice.
- What you write stays with us
- If something you report turns into a bug on our side, what travels is your company name and what you wrote — not your name or your email address.
And you can read it on a phone
By plan
How quickly you hear back
| Plan | Support | What that means for you |
|---|---|---|
| Free | Community | Ask anything, as often as you like. We read everything; there is no committed response time, and nothing you raise is ever charged for. |
| Pro | Answered by email, ahead of the free queue. | |
| Team | Priority | Answered first, ahead of the rest of the queue. |
| Enterprise | CSM + 99.9% SLA | A named person who knows your setup, and a response time written into your agreement. |
Not a support question?
Who to talk to about everything else
- Before you have an account
- The contact form reaches somebody who can answer the technical questions — whether a particular process is a fit, a security review, procurement. Not a queue.
- If you would rather email
- support@steptree.ai works, and is the right choice if you cannot sign in. Raising it in the app keeps the history together; an email does not.
- Your data
- privacy@steptree.ai for access, export or deletion. What we hold and for how long is in the privacy policy.
Questions
Asked before signing up
- Do I need a paid plan to get help?
- No. Guides, the assistant, raising a problem and sending feedback are all on every plan including the free one, and the assistant costs no credits. A paid plan changes how quickly you hear back, not whether you can ask.
- How quickly will someone answer?
- We do not publish a response time on the free plan — we read everything, and paid plans are answered first. Enterprise has a contracted response time written into the agreement. If it is urgent and you are mid-purchase, the contact form on this site reaches a person directly.
- Where do I find help once I'm signed in?
- Top right of every page, and the chat button in the bottom-right corner. Between them you have the guides, the assistant, a way to report something, a way to send an idea, and everything you have already raised.
- Can the assistant see our data?
- It sees exactly what you can see and nothing else — your own workspace, under your own permissions. It cannot reach another customer's work, or anything in yours that you could not open yourself.
- Something is broken. What is the fastest way to tell you?
- From the page it is broken on. Pick the part of the product involved, say what happened, and send. We already know who you are and which workspace you are in, so there is nothing to fill in twice.
- Can I ask for a feature?
- Yes, and it does not have to be a complaint to get read. It reaches the same people and you can follow it in the same list as everything else you have raised.
- What if I can't sign in at all?
- Email support@steptree.ai and tell us what you are seeing. Email is the one option that still works, because everything else needs the sign-in that is not working.
Next
Where to go from here
Common questions
What this is, what it takes to start, and what it costs.
Security
What is never recorded, who can see what, and what stays on your own hardware.
Talk to a person
A reply within one business day, from somebody who can answer the technical questions.
Do one real job once, and read the SOP Steptree writes
Record it on Windows or Mac. Steptree writes the SOP with the goal, the steps and the judgement calls. Approve it, share it with your team, and connect your AI. Free to start, no card.
