When setting up or managing a Dalux project, you will occasionally need guidance or run into questions. Knowing exactly where to look or who to contact helps getting answers quickly.
To find the right contact point, distinguish between strategic project guidance and immediate technical assistance. This has multiple benefits:
- You get faster resolutions by routing questions to the correct team instantly.
- Your project teams can solve daily questions independently using self-service tools.
- You save time by knowing what information to provide when opening a request.
Who to contact
Contact your Customer Success Manager (CSM) for strategy
Partner with your CSM when deciding how to digitize your real-world workflows, establish best practices, or structure your project framework. They are local construction professionals; if you do not know yours, ask Support to connect you.
Contact the Support Team for technical issues
Reach out to Support via our designated contact form if a feature behaves unexpectedly, you encounter an error message, or something is broken.
Provide context when opening a ticket
To help our Support team assist you as effectively as possible, please include your specific project name, a clear description of what happened, and a full-screen screenshot of the issue. This will help us resolve your issue more quickly.
Use self-service tools for the quickest response
Check the HelpCenter for how to set up and use features, or Dalux Academy for structured role-based training courses. You can also look at our use case library on the HelpCenter for real-world examples.
Rule of thumb: Ask your CSM "How should we set this up?" and ask Support "Why is this feature not working?"
Help is always available
Do not worry about memorizing every feature before your project starts. Use the self-service tools for daily questions, and loop in your Dalux team when you need to adapt your setup to new project phases.
Now that you know how to get support, you are ready to begin your project setup.