Contact support

Channels, severity levels, and what to include in a support request.

Good support tickets get answers faster. Lead with impact, narrow the blast radius with IDs, and attach evidence your team already has—logs, HAR files, or screen recordings for UI issues.

Channels

• In-app chat on Team and Enterprise
• Email for billing and security questions

Routing

Use the channel your contract lists for Sev1 incidents. Misrouted tickets lose time to handoffs.

Severity

Mark production outages as highest severity with clear customer impact.

Be specific

“Slow” is vague; “API p95 latency 8s since 14:05 UTC on /v1/items” is actionable. Include approximate user count affected.

Good requests

Include timestamps, URLs, request IDs, and steps to reproduce.

Redaction

Remove secrets from pasted logs—rotate anything that leaks accidentally.

Follow-ups

If you discover new data after filing, reply on the same thread so context stays unified.