Whether you're a freemium user or part of a company using Rainbow, support is available to help you resolve issues or answer questions. Here's how to get the right assistance based on your user type and company setup.
Freemium Users (Not Attached to a Company or Not Managed by a Rainbow Reseller)
If you're using Rainbow independently or your company isn't managed by a Rainbow reseller:
- Visit the Rainbow Community Help Assistance & Support portal
→ Here you can ask questions, and interact with other users.
Users in a Company Managed by a Rainbow Reseller
Standard Users
If you're a regular user within a company managed by a Rainbow reseller:
- Use the Report a problem feature directly within the Rainbow app
- Or contact your company’s IT administrator or internal support service through the channels defined by your organization
Company Administrators
If you're an admin and need help beyond internal support:
- Contact your Rainbow reseller directly using the support channel agreed upon with them
Users in a Company That Is a Rainbow Reseller (VAD / IR / DR)
Standard Users
Just like other company users:
- Use the Report a problem feature within the app
- Or reach out to your company’s IT administrator or support team
Company Administrators (Admin, Operations, Finance Roles)
As an ALE Business Partner, you have access to ALE’s dedicated support:
- Open a support ticket via MyPortal: https://myportal.al-enterprise.com/
Important Guidelines for Ticket Submission (Rainbow Reseller)
To ensure your issue is routed correctly:
-
Telephony-related issues (OXE/OXO hybrid solutions)
→ Open a PBX support ticket via MyPortal -
Rainbow feature issues (not involving PBX telephony)
→ Open a Rainbow support ticket via MyPortal
→ Alternatively, email: support@openrainbow.com -
Rainbow feature issues involving Rainbow HUB Cloud telephony
→ Open a Rainbow HUB support ticket via MyPortal
→ Alternatively, email: support@openrainbow.com