SUPPORT & SERVICES
How can we help?
Recurly is here to help you build and scale your subscription business faster, smarter, and stronger with friendly, effective support and services.
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From self-service resources to our local team ready for your call—Recurly is here for you
Start fast and strong
Accelerate success with help from our outcome-focused onboarding. Combined with our intuitive and flexible platform, even complex implementations are streamlined and simplified.
Collaborate with experts
Scale confidently by tapping Recurly’s proven subscription-industry expertise. As your business grows, lean on us to future-proof your operation and keep success growing.
Access 24/7 services and tools
Because subscriptions don’t sleep, we offer a comprehensive self-serve product and developer documentation and DIY training videos. You can also tap into chat, email, and phone support.
Key programs & services
Grow your business from onboarding to expansion, wrapped in comprehensive services and support from subscription experts.
Onboarding and migration services
Our onboarding services support customers and partners with the implementation, application, and extension of Recurly solutions.
- Initial consultation: Set your business up for success by leveraging an experienced team of subscription and payments experts to help you unlock the most value from the Recurly platform.
- Implementation consultation: Optimize the adoption of Recurly with implementation services that help you craft a solution that best fits your business needs and jumpstarts your time-to-value.
- Integration consultation: Enable seamless workflows and system alignment with a dedicated integrations team to help consult, guide, and validate integrations to meet your unique business needs.
- Data migration: Migrate quickly and securely with an experienced team of migration experts to help you seamlessly flow in sensitive subscriber data.
Professional services
Recurly Professional Services supports our customers and partners in expanding, extending and customizing the platform to fit the unique needs of your subscription business.
- Custom reports and feeds: Data is the lifeblood of any business. If you have special data requirements to help you glean the insights you need, our team will build it for you.
- Custom integrations: Extending workflows increases efficiency. We can help you sync your specific mappings into our integrated third-party applications. (e.g. Salesforce, NetSuite, etc.)
- Custom features: Every business is unique. If you can envision it, we can help explore it with product management to prioritize and bring it to life to fit to meet your specific requirements.
Customer support
Recurly support provides world-class customer support—covering everything from developer assistance on API questions and analysis of business data, to day-to-day assistance with billing questions.
Our global, in-house support is available seven days a week. With our hands-on approach and training on billing across industries, you’ll see why we’ve earned our 96% customer satisfaction rating.
- Professional and friendly engagement designed for merchants who expect efficient and effective support
- Direct communication with the support team through portal, chat, and email
- Committed response time service level objectives (SLOs)
Customer success
A Recurly CSM is your go-to subscription strategy partner. Dialed straight into your business and your goals, your CSM will guide you to even greater success and growth.
- Executive business reviews and governance meetings
- Targeted analysis of performance against industry trends
- Custom benchmark reports based on your industry
- Insight and influence on Recurly product roadmap
To qualify for or request a dedicated CSM, a customer must meet a minimum account contract value (ACV) or purchase a dedicated package
Strategic support
Recurly TAMs will partner with you to proactively identify and prevent potential problems. Think of your dedicated TAM as a personal best practice guide who helps design your roadmap, then navigate it strategically to achieve your business goals.
- Support through the entire lifecycle with proactive recommendations for growth opportunities
- Training sessions for best practices
- Personalized critical situation management
To request a dedicated TAM, a customer must have an assigned CSM and purchase a dedicated package
Premium support
Tailored to merchants who demand quick, 24/7 assistance at any hour, ensuring your needs are prioritized so you can get back to business.
- Keep your operations smooth and service interruptions brief with our swift response and resolution
- Direct lines to technical expertise mean less time searching for answers and more time focusing on your business growth
- With a dedicated Technical Account Manager to foresee potential hitches, you're solving issues before they become problems
- Knowing that a dedicated team is ready to support you 24/7 lets you focus on what matters most—your customers
Get started with Recurly
Join thousands of global brands that trust Recurly's 15+ years of expertise
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