If you need assistance with the Decisiv platform, our Support team is available through the following channels:
Support Hours
Monday – Friday | 8:00 AM – 8:00 PM Eastern Time
Support is not staffed on weekends or recognized company holidays. For after-hours issues, please see the information below regarding outage monitoring.
Contact Methods
Phone Support
Direct: 804-762-4153, Option 2
Toll Free: 833-332-7768, Option 2
Email Support
In-App Help Requests
You can submit a support request directly from within the Decisiv application. Look for the Help option within the app to log a request, and a member of our Support team will follow up during the next available business hours.
Help Center Widget (SRM)
After logging in to Decisiv SRM, you can access the Help Center widget by clicking the blue book icon in the lower-left corner of the screen. This widget lets you search for help articles and submit support requests without leaving the application.
After-Hours & Critical Outage Monitoring
While live agent support is only available during standard business hours, Decisiv has automated monitoring systems in place around the clock. If there's a significant outage or system-wide issue in the Decisiv ecosystem after hours, the systems will automatically alert the right internal teams so we can assess and address it as quickly as possible.
If you believe you're experiencing a widespread outage outside business hours, please check our status page for real-time updates: Decisiv Status Page.
Tips for Faster Resolution
When contacting Support, having the following information ready will help us assist you more efficiently:
Your company name and user account details
A description of the issue and any steps to reproduce it
Screenshots or screen recordings (if applicable)
The name of the specific Decisiv application or feature involved
For the most up-to-date information about system health, subscribe to notifications on our Status Page.
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