❓ What to Ask in the Community vs. the Support Portal

To make sure your question gets the right attention, here’s a quick guide:

Ask in the Community when you need help with:

• Usability questions (“How do I…?”)
• General product queries
• Feedback on features or user experience
• Sharing satisfaction, ideas, or best practices

Use the Support Portal when you have:

• A system or service incident
• A break/fix issue (the product is not working as expected)
• A request that falls under a formal SLA (e.g. uptime, availability, performance issues)

🔄 Escalation

• If a community post reveals a break/fix issue or incident, our team will escalate it into the formal support system on your behalf.
• You don’t need to duplicate your question — we’ll make sure it’s routed correctly.

👥 Roles & Visibility

• Posts in Community are monitored by Customer Success and Product in the first instance.
• Escalated tickets are handled in the support portal by R&D, with SLA response times.
• We monitor both channels weekly to make sure nothing slips through.

👉 Tip: When in doubt, start in the Community. If it needs escalation, we’ll take care of it.