Support
Contact
How to reach the Terac team for support, feedback, and business inquiries.
Email Support
For questions, issues, or feedback, email us at support@terac.com.
What to Include
To help us resolve your issue quickly, include:
- Your organization name
- The opportunity name or ID (if applicable)
- A description of the problem or question
- Screenshots (if relevant)
Response Times
We aim to respond as quickly as possible, and prioritize by plan and by the severity of the issue. Tell us up front if an issue is blocking a live study or a payment so it gets triaged accordingly.
Committed target response times apply to Enterprise subscriptions and are set out in the Support Terms. Your tier is named on your order form.
In-App Support
Terac includes an in-app support widget (powered by Intercom) in the bottom-right corner of the dashboard. Use it for:
- Quick questions
- Bug reports
- Feature suggestions
Business Inquiries
For enterprise plans, custom integrations, partnerships, or volume pricing, email sales@terac.com.
What Support Can Help With
- Account and billing questions
- Opportunity configuration and troubleshooting
- Technical issues with the platform
- Questions about participant quality
- API integration help
What Support Cannot Help With
- Individual participant disputes (handled through the review workflow)
- Tax advice (consult a tax professional)
- Custom development work (contact sales for enterprise needs)