How do I get support from Watermark?
To ensure a secure and personalized experience, all support requests must be submitted through the authenticated Watermark Help Center. Email is not accepted for new ticket creation.
This article outlines the available support options and how to use them.
Support Options
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Watermark Help Center- 24/7 Access to Articles
- Browse or search our Help Center for how-to guides, troubleshooting tips, and product documentation.
- Note: Watermark maintains two Help Centers to meet GDPR data residency requirements. This Help Center is hosted on a server in Ohio, USA. Our Europe-based Help Center is hosted on a server in Ireland and is primarily for our non-US based Course Evaluations & Surveys platform users.
[Tip: See our guide on how to search effectively.]
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Submit A Request- Preferred Method for Support
- After logging in to the Help Center or accessing through your Watermark suite product, click Submit a Request at the top or bottom of any page.
- Routes directly to the right product expert
- Average response time during US business hours under 1 hour
- Available 24/7
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Chat-Quick Help via Chat Widget
- Once authenticated into the Help Center, use the chat icon in the bottom right corner of any Help Center page.
- Select your role and product to get relevant help
- The Watermark bot may guide you to articles or connect you to a Support Team member
- Average response time during business hours is under 5 minutes
- Chat is asynchronous—you’ll get a response even if you navigate away
- Available US business hours (8 AM-6PM ET)
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Phone Support – For Admin & Urgent Issues
- Phone support is reserved for product or campus administrators:
- 📞 800-311-5656 (Mon–Fri, 8 AM–6 PM ET) For urgent issues outside these hours, submit a request via the Help Center and indicate Urgent in the subject line.
Support on Holidays
Ensuring you receive the best possible service is our top priority. Our global support team responds to tickets 24/7, including holidays, via the Submit a Request form on our Watermark Help Center. Urgent issues, such as a site outage, are addressed immediately at any time.
Please note phone support is unavailable on the following US holidays: New Year's Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, and Christmas Day. On holidays, get in touch via our Submit a Request form and Chat widget.