Getting help
Which channel to use
| Need | Go to |
|---|---|
| A specific bug, or data that looks wrong at a location | Report an issue in the platform |
| General questions, data questions, account issues | support@baseoperations.com |
| Strategic questions, custom analysis, report requests, training | Your Customer Success Manager |
| Access problems, provisioning, SSO | Your CSM, who will route it |
If you do not have a CSM contact, email support and they will connect you.
Before you reach out
Three pages resolve the majority of questions that come in:
- When a location has no score — four different situations that look identical on screen
- How scores update — the monthly refresh, and what does and does not move a score
- The BaseScore scale — turning the number into a tier
What to include when flagging a data issue
Context is the difference between a same-day answer and a week of back-and-forth:
- The location — name as saved, or coordinates
- The specific metric that looks off
- What you expected vs. what you are seeing
- Your filter settings — date range, radius, categories, BaseEngine on or off
- A screenshot, if you can show it
The filter settings matter more than people expect. A large share of "this number looks wrong" reports resolve to a filter difference between two views of the same location.
Something missing from this site?
If you came here looking for something and did not find it, tell your CSM what you were looking for. Gaps in the documentation are hard to see from the inside, and that feedback is what determines what gets written next.