Support Guide
A support-first reference for onboarding, access, sync, connector, and workflow issues. It keeps customer troubleshooting useful while staying inside visible product behavior and approved support inputs.
Triage
Start with the request type
Classify the issue as onboarding, access, workflow, connector, sync, reporting, or specialist escalation before you collect logs or screenshots.
Collect the right identifiers
Ask for the deployment ID, country, user role, time of failure, request ID, and the exact visible error text.
Use customer-facing language
Describe the visible application behavior. Do not ask customers to inspect background services or security implementation details.
When to Escalate
Enterprise agreement, country rollout, or local-environment mismatch
Repeated auth, sync, or connector failures after a clean retry
Anything that suggests confidential setup detail or non-customer tooling is surfacing in the application
First-response checklist
- 1Confirm the visible screen, role, and country scope.
- 2Ask for the exact timestamp, request ID, and any error banner text.
- 3Check whether the issue is local to one user, one country rollout, or the entire deployment.
- 4If the issue points to confidential setup material or anything outside visible product behavior, stop and escalate.