Introduction

At Roivant we use a support model called ask@. The information below outlines what it is and how everyone at Roivant can best use it.

What is ask@?

We want you to spend as much time as possible on your job, and as little on getting the support you need – ask@ helps us to do that.

ask@ is used for any reasonable request - this could include tech support, purchasing, conference room booking, office supply needs, or any question you might have for our support team. If you are asking a question that is sensitive in nature, or you feel uncomfortable sending certain information to ask@, please refer to our Sensitive Information section.

ask@ is simple - just email your request to ask@roivant.com and we’ll take it from there. Be sure to include any relevant details or information that could be helpful in resolving your ticket. If your Roivant email account is inaccessible, you can still email us from your personal account. Of course, if you use your personal email, we may ask for additional information, such as your employee ID number, to verify you are in fact you.

How can I best use ask@?

1. “ASK” stands for actionable, specific, and kind.

   • Make sure your request is actionable. A detailed email with a request that is possible to fulfill – something actionable – is what this is all about.

   • Ask a specific question in your message. “Help - call me back” doesn’t tell us how we can help you. Being specific from the start can cut down on back-and-forth correspondence, getting you to a resolution faster. Including troubleshooting steps you’ve tried, if any, is also super helpful!

   • Be kind. Remember that behind every keyboard is a human. Responses to your tickets are coming from coworkers, so please be patient and kind when responding.

2. Include all relevant information. This might be your GitHub ID, machine name, MAC address, IP address, etc. Whatever context surrounds your ask can help us help you more quickly.

3. What problem are you trying to solve? It is likely we’ll ask you this for many requests as it helps us understand what you’re actually trying to accomplish so we can solve the root of the problem. For example, requesting access to a non-standard system, purchasing expensive hardware, or even asking for another email address—maybe it is necessary, but we may have alternative solutions that can deliver the outcome you’re looking for.

4. Include a link. If you want a specific item ordered, including a link to it is super helpful.

5. Say where you are. Which office location? Are you at home? Remember that someone in another location may answer your request. “The printer on the 14th floor of the New York office” is much more helpful than “The printer at the end of the hall”.

6. Let us know if it’s time sensitive. Tell us if you have a deadline so we can make sure you get what you need in time.

7. If you have multiple, separate requests, send in multiple tickets. This may seem counterintuitive, but it yields faster resolution times. If you need a new monitor, access to Salesforce, a desk setup, and a conference room booking, different support engineers will be helping you with each, so submitting them separately can allow your requests to be processed at the same time as opposed to one-by-one.

8. Don’t thank us! When you reply with a “thank you,” it re-opens the ticket, and we must mark it resolved again. From our view, no news is good news! :)

ask@ FAQ’s

1. Who responds to ask@?

   We have an expert team located in different time zones ready to help with your requests. Some are friendly faces you’ll see around the office; others may be completely remote – all are here to support you!

2. Why do I need to create a ticket? Can’t I just tell you in person?

   ask@ is our backlog of work. Just as project tasks may be kept in a Kanban or other tracker, we need our tasks explicitly in ask@. Our day is highly driven by interrupting priorities, and we support all of Roivant (and some Vants). If you don’t email ask@, we may forget what you wanted before we even get back to our desk.

3. Why do you want a link to a product?

   Our job is to get you the tools you need to do your job - but we don’t have the bandwidth to research all the available products out there in the marketplace for you (there are SO many mechanical keyboards). On top of that, you’re going to have a much better idea about the thing you need than we do. So please be specific and send us that link!

4. Why haven’t you solved my ask@ ticket yet?

   Our top priority is anything that impacts or blocks work. The more you tell us about what you need and what you’ve already done to address your issue, the more easily we can engage your ticket. Another reason it might take longer than you anticipate is that we regularly receive tickets from across the company, each with their own needs and priorities. If your request is time sensitive, please let us know, otherwise we must rely on our best judgement to prioritize everyone’s competing priorities.

5. Why did you mark my ticket solved? I haven’t accepted the solution yet!

   ask@ operates on the “presumptive solve” principle. If we think we’ve addressed your concern, we will resolve the ticket. This helps us keep our queues short and meaningful. If you still need help after we have marked your ticket as resolved, or if you have any further questions, simply reply to that email thread and it will re-open.

6. How should I cc other people on a ticket?

   You can absolutely CC individuals on a ticket! For instance, adding your manager if you need any approvals can be extremely helpful. But when sending an ask@ ticket, please kindly refrain from including team mailing lists. This is because when a different person included on the mailing list responds to the ticket, it can create an entirely new ask ticket. This can get confusing and cause larger problems in the system.

Sensitive Information

While there are restricted queues in our system for HR and Legal, not even admins can see them, there are times where you might have a question or concern that is sensitive in nature. If you are not comfortable sharing that information with ask@, please reach out directly to HR or Legal.