Sometimes the Help Center has the answer.
Sometimes something genuinely breaks.
And sometimes you simply need a human to take a look.
That's what technical assistance is for.
Our goal is to make it easy for you to get the right help without unnecessary back-and-forth.
One well-structured request is usually better than ten scattered messages.
1. Search the Help Center First
Before contacting support, try searching the Help Center.
Many common questions and problems are already documented, including information about:
Access
Account issues
Integrations
Workflows
Payments
Communication
Troubleshooting
General infrastructure questions
A quick search can sometimes solve a problem immediately.
And if it doesn't, the information you find may help you describe the issue more clearly.
Two minutes of searching can sometimes save a lot of waiting.
2. Contact Us Through the Appropriate Channel
If you can't find the answer, contact us through the support or communication channel provided for your service or project.
If you already have an established support process, please use it rather than starting a new conversation elsewhere.
This helps us keep the history and context of your issue together.
If you're unsure where to contact us, ask us, and we'll point you in the right direction.
3. Tell Us What Happened
The most useful technical requests answer a few simple questions.
What were you trying to do?
For example:
"I was trying to access my project."
What happened?
For example:
"The page loaded, but the information wasn't displayed."
What did you expect?
For example:
"I expected to see the project dashboard."
When did it happen?
Include the approximate date and time if relevant.
Is it still happening?
Tell us whether the problem is ongoing or happened only once.
Is anyone else affected?
If you know that other users are experiencing the same issue, tell us.
These details can make troubleshooting much faster.
4. Include Useful Evidence
If possible, include evidence of the problem.
This might be:
A screenshot
An error message
A screen recording
The approximate time of the issue
The steps that caused it
Relevant reference information
The browser or device you're using
Other information that could help reproduce the problem
Please remove or hide passwords, authentication codes, private keys, payment information, or other sensitive information before sending screenshots or recordings.
A screenshot can be incredibly useful.
But a screenshot containing someone's password is considerably less useful. š
5. Explain the Impact
Tell us how much the problem is affecting you.
For example:
Blocking
You cannot continue your work at all.
Significant
A major part of the service isn't working, but there may be a temporary workaround.
Minor
Something is inconvenient or partially broken, but work can continue.
Question or Improvement
Nothing is broken, but you'd like information, guidance, or a change.
This helps us understand the situation and prioritise appropriately.
Not every problem is an emergency ā and that's okay.
6. Don't Worry About Getting the Terminology Right
You don't need to be a technical expert to contact technical support.
You don't need to know whether something is an API problem, an authentication issue, a DNS problem, an integration failure, or something else.
Just describe what you were doing and what happened.
For example:
"I clicked the link I normally use, entered my email address, and never received the message."
That's much more useful than trying to diagnose the problem yourself.
Describe the symptom. We'll investigate the cause.
7. What Happens Next?
Once we receive your request, we'll review the information and determine what needs to happen next.
Depending on the situation, we may:
Answer your question
Provide troubleshooting steps
Ask for additional information
Investigate the infrastructure
Check an integration
Identify a third-party dependency
Escalate the issue where appropriate
Recommend a workaround
Create a follow-up task
Determine that the request is actually a change or new feature
We'll let you know if we need something from you.
8. Support vs. New Work
Not everything that looks like a technical problem is a support issue.
For example:
"The booking system is broken."
may be a support issue.
But:
"Can you make the booking system behave differently and add three new features?"
is probably new work.
If your request changes the agreed functionality, scope, or requirements of a project, we'll explain that before proceeding.
Fixing what was agreed is support. Building something new is a project.
There can be grey areas, of course.
We'll help determine where the request belongs.
9. Urgent Issues
If you believe there is a serious service disruption or security-related issue, make that clear when contacting us.
Explain:
What is affected
Who is affected
When the issue started
Whether the problem is still happening
What business or operational impact you're experiencing
If your agreement includes specific incident or escalation procedures, follow those procedures.
For critical situations, clear information is more useful than simply writing "URGENT" in capital letters.
10. Response Times
Response and resolution times can depend on:
The type of service
Your agreement
The severity of the issue
Whether third-party providers are involved
The complexity of the investigation
Whether additional information is required
Where a Service Level Agreement applies, the response and resolution commitments in that agreement take precedence.
For other requests, we'll respond within a reasonable timeframe based on the nature and complexity of the request.
Please remember:
Response time is not resolution time.
A simple question may be answered immediately.
A complex infrastructure problem may require investigation, testing, communication with external providers, or changes that take longer to complete.
If more time is required, we'll keep you informed.
11. What We Don't Need
You don't need to:
Diagnose the problem yourself
Write a technical essay
Know which component failed
Send the same request through multiple channels
Mark everything as urgent
Send passwords or private credentials
Just give us enough information to understand the situation.
Clear beats complicated.
12. The Golden Rule
When something doesn't work, don't panic.
Tell us:
What you were trying to do.
What happened.
What you expected.
When it happened.
How much it affects you.
We'll take it from there.
The Short Version
Search first.
Describe the problem clearly.
Include useful evidence.
Explain the impact.
Keep sensitive information secure.
Use the appropriate support channel.
And remember:
You don't have to know what's broken to tell us that something is broken.
That's what we're here to help with.
Build better. Connect smarter. Scale sustainably.
#ForPeopleForPlanet