Customer Support
Find existing guidance, check service status, and submit a support request with enough safe diagnostic detail to investigate the issue.
- Search existing guidanceLook for the product, error, or task in the knowledge base.
- Check current statusReview published service announcements and incidents.
- Prepare safe detailsCapture time, product, steps, and non-sensitive error information.
- Submit a ticketUse the customer ticket form and provide a reachable address.
- Track and respondUse the ticket link or account workspace to follow updates.
Search guidance and service status
Before opening a ticket, search the knowledge base for the product area, task, or exact error wording. Review announcements and the status page for a published incident that may explain the behaviour. A status notice can narrow the investigation but does not replace the details of a customer-specific case. If the article does not fit your situation, continue with a support request and explain what differs from the documented steps.
- Search the knowledge base using a product name or error phrase.
- Check current status and recent relevant announcements.
- Note the article or incident you checked when describing the issue.
Prepare a useful support request
Describe the affected product, the task you were attempting, the approximate time and time zone, what you expected, and what actually happened. Include safe error text and steps that reproduce the issue. For billing questions, include an invoice reference; for an API issue, include a request identifier if the response provides one. Remove passwords, API keys, MFA codes, private customer data, and payment credentials before submitting screenshots or logs.
- Write down product, time, expected result, and observed result.
- Include redacted error details and a relevant reference number.
- Remove secrets and personal or payment data from attachments.
Submit and track a ticket
Use the public ticket form or the signed-in support workspace available to your account. Provide a valid contact address and a concise subject so replies can be matched to the issue. Save the confirmation or ticket link and use it to follow responses; do not open duplicate requests for the same problem unless support asks you to. Reply with requested diagnostic information through the ticket thread, checking each attachment for secrets before sending.
- Submit the request through the ticket form or customer workspace.
- Save the confirmation and use the ticket page to check for replies.
- Add follow-up information to the existing request where possible.
Escalate unresolved or urgent issues
If the issue remains unresolved, reply to the existing ticket with new evidence and explain the impact and any time-sensitive operational constraint. For suspected account compromise, revoke exposed credentials and secure the account before sharing incident details. Avoid posting private account data in public channels. The support page and any written service agreement define the applicable contact path; a guide does not promise a response or resolution time that is not explicitly stated for your case.
- Update the existing ticket with new reproducible evidence.
- Secure exposed accounts or credentials before continuing diagnostics.
- Use the contact route specified by the service or written agreement.
Frequently asked questions
What should I include in a ticket?
Include the product, time, expected and observed behaviour, reproduction steps, and safe reference details. Redact secrets and personal data.
How do I check whether a service is affected?
Review the status page and announcements, then include any relevant notice in your support request.
Should I open another ticket if I have no update?
Reply to the existing ticket with new information unless support directs you to create a separate request.
Can I send an API key or MFA code to support?
No. Never include secrets or one-time codes. Redact credentials from logs, screenshots, and attachments.