When you need help, Intertwined provides several support channels. Which one to use depends on what you need and which plan tier you're on.
Self-Service First
Before contacting support, check whether your question is already answered:
The Support Center (you're here) The article you're reading is part of a broader Support Center at help.intertwinedfinance.com. Search for keywords related to your issue — most common questions have dedicated articles.
The General FAQs article See 11.8 General FAQs for quick answers to frequently asked questions.
The Troubleshooting section Section 11 of this Support Center covers the most common issues teachers encounter.
Self-service is the fastest path to an answer for routine questions. Reserve support contact for issues that require Intertwined team intervention.
Email Support
The primary way to reach the Intertwined support team is via email:
When you email support, include:
Your full name and the school you teach at
A clear description of the issue
Specific details — student names, classroom names, lesson names, browser, device
Steps you've already tried to resolve it
Screenshots if relevant (this dramatically speeds up resolution)
Urgency context if there's a time constraint (e.g., "students need this for a quiz tomorrow")
The more specific your initial message, the faster support can resolve it. Vague messages like "it's not working" require follow-up questions before any progress can be made.
Response Times by Plan Tier
Support response times depend on your plan tier:
Plan Tier | Response Time |
Starter (Free) | Within 5 business days |
Core | Within 3–5 business days |
Plus | Within 1–3 business days |
Pro | Priority response |
District | Priority response with dedicated Account Manager |
These are first-response targets. Resolution time depends on the complexity of the issue — most routine issues are resolved within the first response, while complex issues may require follow-up.
Important: Response times are for business days (Monday–Friday, excluding holidays). If you email on a Friday afternoon, expect first response on Monday for most tiers.
What "Priority Response" Means
For Pro and District tier customers, priority response typically means:
Same-day or next-business-day first response
Escalation paths for urgent issues
Direct access to senior support staff for complex problems
Phone or video call options for difficult cases
Account Manager Access
Plus, Pro, and District tier customers have access to a dedicated Account Manager. Your Account Manager is your direct contact for:
Account-level questions (plan, billing, renewals)
Implementation questions (rolling out across multiple teachers)
Strategic guidance (best practices, pacing, professional development)
Feature requests and roadmap discussions
See 12.4 Talking to Your Dedicated Account Manager for details.
Live Training Webinars
Plus tier and above includes access to live training webinars, held once per semester. These cover:
Platform updates and new features
Best practices from successful teachers
Q&A with the Intertwined team
Networking with other teachers
To register for upcoming webinars, watch for announcements in your account dashboard or contact your Account Manager.
When to Escalate
If your initial support contact doesn't resolve the issue within the expected response window, escalate by:
Replying to your original support thread with a status check
Mentioning urgency or impact (e.g., "this is blocking student work")
Requesting escalation to a senior support member
For Plus tier and above, you can also escalate directly through your Account Manager.
Emergency Issues
For genuine emergencies — e.g., platform-wide outage affecting many students during class time — contact support immediately and mark the message as urgent. We monitor for emergencies and respond outside normal business hours when warranted.
Most teacher issues are not emergencies. Login problems, single-student issues, and lesson questions can wait for normal business-hour response.
Related articles:
11.8 General FAQs
12.2 Requesting a Live Training Webinar
12.4 Talking to Your Dedicated Account Manager