---
title: How We Support
slug: how-we-support
createdAt: 2026-03-17T15:14:08.757Z
---
We ensure you have the right expertise for every stage of your journey. Here is how we structure our Support to best serve your needs.
## Day-to-Day Requests
| | **Customer Support Team** | **Customer Success Manager** |
| --------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Focus** | Immediate assistance, troubleshooting, and keeping your daily operations running smoothly. | Your long-term business goals, maximizing value, and proactive planning. |
| **What they do** | π **Bug Reporting:** Quick resolution of technical incidents.
βοΈ I**nstant Application Help:** Assistance with data imports, price exports, and process scheduling.
π§ **Minor Adjustments:** Handle small configuration changes, updating settings or managing user access and permissions.
π **General Guidance:** Answers based on the standard Support Services catalog. | π **Strategic Consultation:** Provide guidance on how to leverage Yieldigo to support your business goals.
πΊοΈ **Future Direction:** Align product direction and priorities with your evolving needs.
π‘ **Best Practices:** Proactive recommendations on features and additional services.
π£οΈ **Business Reviews:** Regular check-ins focused on your success metrics. |
| **How it works** | A highly responsive, shared team available via Ticketing Portal, App-Chat or Helpdesk email for fast turnarounds. | A specific person dedicated to your company who knows your context and history. Engaged via direct calls and scheduled meetings. |
| **What happens if my request is too complex** | Out-of-scope requests (major customization, reintegration, or extension) are aligned with you and, if confirmed as a major change, handed over to **Project Delivery Team**. | If the request becomes technical or operational in nature, it is handed over to the **Support Team**. If it requires a larger change or project work, Customer Success will align with you on scope and, upon confirmation, involve the **Project Delivery Team**. |
## Handling Complex Requests
| | **Project Delivery Team** | **Solution Architect** |
| ---------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Focus** | Executing large-scale changes with defined scope, budget, and structured planning. | Designing and guiding the technical solution to ensure it fits your architecture, integrations, and long-term goals. |
| **What they do** | π **Re-integration Delivery:** Handle re-integration resulting from changes in your ERP or core systems
π¦ **Module Expansion:** Design and deliver new application modules and major functional extensions
π **Custom Reporting:** Design and deliver complex, custom-built reports
π **Interface Changes:** Design and implement significant interface and integration changes | **𧩠Solution Design:** Define and validate the target solution architecture
π **Integration Guidance:** Advise on interfaces, APIs, and data structures
π§ **Technical Advisory:** Support technical decision-making
π§ͺ **Design Validation:** Review proposed changes before implementation |
| **How it works** | Initiated by **Customer Support Team** or **Customer Success Manager**. A Project Manager takes over to define the scope, provide a quote, and manage the execution. | A **Solution Architect** engages with you through **scheduled sessions** and targeted reviews, typically in collaboration with Support, Customer Success, or Project Delivery. |