Documentation
Step-by-step guides for setup, configuration, and workflows.
Open docsSupport
Get the help you need, fast.
Start with documentation, search the knowledge base, or open a request with our team.
Start here
Choose the best path for your question
Knowledge base
Fast answers to common account, billing, and access questions.
Browse KBContact support
Send structured requests with impact and priority details.
Submit a requestStatus & reliability
Check system health before filing an incident.
Useful quick links
Topic
Destination
Account access
Billing
Password resets
Escalation ladder
Scenario
Where to start
Account locked
Use the password reset KB, then contact support.
Billing discrepancy
Check Billing & Invoices KB, then open a request with invoice IDs.
Service disruption
Review system status; if ongoing, submit a high-priority ticket.
Operational depth
Use support home as the triage router for every incident type
Support home should separate self-service, documented procedures, and direct escalation paths so teams can select the fastest safe resolution path.
Primary audience
Support requesters, operations responders, and service managers
Decision focus
Determine whether the issue belongs in documentation, knowledge base, status monitoring, or direct contact
Operational risk
Without a triage front door, simple issues escalate unnecessarily and delay critical incidents
Field scenario
A shift supervisor needs to quickly choose between self-service guidance and escalation during active customer impact.
Execution walkthrough
1. Frame the objective
Support home should separate self-service, documented procedures, and direct escalation paths so teams can select the fastest safe resolution path.
2. Align participants
Support requesters, operations responders, and service managers
3. Validate the decision
Determine whether the issue belongs in documentation, knowledge base, status monitoring, or direct contact
4. Mitigate known risk
Without a triage front door, simple issues escalate unnecessarily and delay critical incidents
Interpretation matrix
Signal
Interpretation
Operational scenario
A shift supervisor needs to quickly choose between self-service guidance and escalation during active customer impact.
Successful outcome
Successful use of this page leaves teams with clear direction on Determine whether the issue belongs in documentation, knowledge base, status monitoring, or direct contact.
If skipped
Skipping this step often introduces Without a triage front door, simple issues escalate unnecessarily and delay critical incidents.
Recommended next step
Use knowledge base for repeat issues and contact support for unresolved blockers.