How to reach us. Three tiers; pick the one that fits the urgency.
Tier 1 — Self-serve (instant)
This Notion hub
Use Cmd/Ctrl + P (or the search bar) to find anything in this hub.
The Help Center
help.tablevoice.com — day-to-day field reference for every setting in the app. Same content as Venue configuration reference in this hub, but designed for in-app search.
Fin (chat AI)
The chat icon in the bottom-right of the Tablevoice app. Trained on the Help Center. Answers questions instantly during business hours.
Tier 2 — Async (within hours)
[email protected] — the team email. We aim to respond within a few hours during business hours, next-business-morning otherwise.
Your dedicated onboarding contact
For your first 30 days post-go-live, you have a dedicated contact (Pascal or Jose). Email or text them directly. After 30 days, the team email is the primary path.
Thumbs-down on a call card
For anything specific to a call. Goes straight to the team that tunes Foodie. Best path for tuning feedback.
Tier 3 — Urgent (right now)
Co-founder cell numbers
During your go-live week, you'll have Marc's and Pascal's cell numbers. Use them for anything urgent — a call going wrong, a guest experience issue, a routing problem affecting service.
We'd genuinely rather you call us about something small than not call us about something big.
What we promise
Acknowledgment within hours during business hours, next morning otherwise.
A real human reading every email. No tickets disappearing into a queue.
Tuning fixes typically same-day.
Configuration fixes typically same-day if we have access to your reservation system, next-day otherwise.
Bug fixes depend on the bug. We'll communicate timeline.
What we ask
Tell us about patterns, not just one-offs. "This happened three times this week" is more useful than three separate "this happened" emails.
Use thumbs-down for call-specific feedback. Email is for systemic things.
Tag urgency. "FYI for the debrief" vs. "need this fixed today" — we'll respond accordingly.
Hours
We're a small team based primarily in Eastern Time. The team email is monitored:
Mon–Fri 8am–8pm ET — typically <2 hour response.
Sat–Sun & evenings — monitored for urgent issues; typical response is next-business-morning.
If you're in a different time zone with different rhythms (Vancouver, Phoenix, Calgary, etc.), tell us — we'll work around it.
Where you can find us
Office addresses
Toronto — we're based here primarily.
Montréal — secondary presence.
We're happy to come visit a venue in person for the most strategic relationships. Ask.
Escalation path
If for any reason you feel a response isn't landing or an issue isn't getting traction:
First step: reply to the existing thread with "escalating — still need help with X."
Second step: email Marc directly: [email protected].
Third step: call Marc.
We haven't needed step three yet. We hope to keep it that way.
Tablevoice is genuinely a small team. The same people who built the product are the ones answering your questions. That's a strength most days, and a constraint occasionally. Either way, you'll be talking to humans who know the system inside out.