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Support

Need help with Sprocket 365? We've got you covered. Here's how to get assistance quickly.

Before You Contact Us​

Start Here

Most questions can be answered by:

Getting Help​

1. Search the Documentation​

Use the search bar at the top of this page to find relevant guides, tutorials, and troubleshooting steps. Popular topics:

2. Contact Support​

If you can't find an answer in the docs, email us at [email protected].

What to include in your message:

  • Your SharePoint tenant URL (e.g., contoso.sharepoint.com)
  • Sprocket version (found in Sprocket Settings)
  • Clear description of the issue
  • Steps to reproduce the problem
  • Screenshots or error messages (if applicable)
  • Which web part or feature is affected

Response times:

  • Standard support: Within 1 business day
  • Urgent issues: Within 4 hours during business hours

Business hours: Monday-Friday, 9:00 AM - 5:00 PM (Australian Eastern Standard Time)

3. Emergency Support​

For critical production issues affecting multiple users:

  • Mark your email subject with [URGENT]
  • Include your subscription/tenant ID
  • Describe the business impact
  • Provide contact details for immediate follow-up

We prioritise issues based on severity and impact.

Useful Resources​

Video Tutorials​

Watch our Getting Started video playlist for walkthroughs of common tasks and features, including:

  • Template Gallery overview
  • Web part configuration guides
  • Knowledge Hub setup tutorials
  • Installation and upgrade processes

Feature Requests & Feedback​

Have an idea to improve Sprocket? We'd love to hear it!

Submit feedback and help shape the future of Sprocket 365. We actively review and consider all suggestions for upcoming releases.

Need immediate help? Email [email protected] — we're here to help.