Pulley has a comprehensive strategy to help support our customers based on the specifics of your subscription package and learning preferences. We've outlined our recommended strategy for addressing common questions or requests. Simply find the nature of the support you need, and follow the instructions to access the appropriate team.
If you are ever in doubt, you can contact our Customer Support team at support@pulley.com.
Self Service Tools
Recommended for new Pulley users or questions to most software questions
Pulley's Help Center - Browse or search for guided workflows or answers to common Pulley questions leveraging the Search bar
Recommended for the fastest answers to your questions
PulleyU - Live instructor led training by Pulley product experts on core workflows
Recommended for first time users of Pulley who prefer live training
Every course is available monthly, with select courses bi-monthly
All sessions have capped attendance and are interactive in nature
Pulley Cinema - Recorded workflows of basic setup of Pulley
Recommended for first time users of Pulley who prefer to learn at your own pace
Live Support From The Pulley Team
Recommended for Pulley customers on select packages or with more complex service questions
Onboarding Support: contact onboarding@pulley.com
Recommended for receiving onboarding status updates or asking questions to our dedicated Implementation Team as you wrap up the data transfer process
Concierge Strategy Guidance: contact your dedicated Customer Success Manager
Your Customer Success Manager is your go-to strategic advisor to help deliver custom implementation strategies to meet your current and future needs with Pulley. They are:
A partner to understand the needs of your organization
An architect of custom plans to ensure your team and stakeholders unlock the maximum potential from Pulley
As of June, 2024 all customers who signed on or after 6/1/2024 receive a dedicated Customer Success Manager for all customers on the Growth or Custom plan
NOTE: If you are on the Startup plan and would like to upgrade to receive a dedicated Customer Success Manager, email accountmanagers@pulley.com
If you are a current Growth or Custom plan customer and feel your company would benefit from a Customer Success Manager, email our Director of Customer Success at tyler@pulley.com for more information.
Valuations or 409A Support:
For questions about the submission process through Pulley, contact support@pulley.com
For inquiries about the status of an active valuation or questions about a recent 409A valuation, contact valuations@pulley.com
Point In Time Technical Questions Or Issues: contact support@pulley.com or via the green chat box in your Pulley account
Support Specialists are available 9:00AM - 5:00PM PST, Monday through Friday
For urgent matters outside of business hours, please send an email with "URGENT" in the subject line
IMPORTANT: Pulley's team members cannot provide legal, financial or tax related advise. All information shared by Pulley, including software instruction or best practices should be considered general advise. Pulley recommends reviewing the suitability of any specific legal, financial or tax related responses with licensed professionals.