Support Best Practices and Escalation

When to open support

Use support when the product behaves unexpectedly, data appears wrong, a workflow is blocked, a customer-specific setup needs help, or billing or permissions are confusing. Start with the knowledge base for normal questions and the assistant for page-specific guidance; use live chat or a ticket when the issue is account-specific, blocked, or urgent.

What makes support faster

A strong request includes the page URL, your role, the facility, asset, or work order involved, a screenshot if visual, the expected and actual result, and the urgency. Keep one issue per ticket, avoid vague titles, and say immediately if multiple users are affected.

When to escalate

Treat as an incident when multiple users are affected, a core route fails, production data is missing or inconsistent, performance degrades severely, or trust is broadly affected. Capture severity, impact scope, the exact failing route, whether a workaround exists, and timestamps with screenshots.

Before and after

Before escalating, confirm role access, that filters are not hiding the record, that data was saved, that the feature is in the plan, and that another user can reproduce it. Afterward, record the resolution and request a KB update if there is a gap.