Support¶
Resources for support teams and customers seeking help.
Who this is for¶
Support Admin End User
Support resources¶
| Resource | Purpose |
|---|---|
| KB Article Template | Standard format for knowledge base articles |
| Ticket Response Templates | Canned responses for common issues |
| Escalation Guides | When and how to escalate issues |
| Severity Matrix | Classifying issue severity and response times |
Support channels¶
| Channel | Response Time | Best For |
|---|---|---|
| Email (support@valuepact.ai) | 4 hours | Non-urgent issues, questions |
| In-app chat | 1 hour | Quick questions, guidance |
| Phone (Enterprise) | 15 minutes | P1 production issues |
| Community forum | 1 business day | Best practices, feature requests |
Before contacting support¶
- Search this documentation using the search bar.
- Check Troubleshooting for your issue.
- Review FAQ for common questions.
- Check status.valuepact.ai for known incidents.
Information to provide¶
- Organization name and tenant ID
- User email and role
- Exact error message or screenshot
- Steps to reproduce
- Browser and OS (for UI issues)
- API request ID (for API issues)
- Timestamp with timezone