CONTEXT
Identifiers
Tenant, environment, actor, request_id, and receipt if applicable.
Support· no fake SLA
Get an answer that cites evidence.
Support requests are tied to a tenant, a request_id, and — where money is involved — a receipt. That makes answers reproducible.
01 / CHANNELS
Where to go.
The right channel depends on the question. Security reports have a separate path.
| Channel | Use for | Target response |
|---|---|---|
| Documentation | Contract questions, examples, errors | Self-serve |
| Support portal | Account, access, configuration | Business hours |
| Incident desk | Suspected financial or data incident | Acknowledgment within 1 business hour |
| Security | Vulnerability disclosure | Per security.txt |
| Enterprise | Contractual escalation | Per agreement |
02 / REQUESTS
What to include.
A good request lets an engineer reconstruct the state without asking you twice.
REPRO
Steps
Exact operation, parameters, timestamp, and expected versus actual.
EVIDENCE
Artifacts
Response body with secrets removed; trace ID; screenshot if UI.
03 / CONTACT
Send a request.
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