Support Policy

Clear channel boundaries, queue treatment, and escalation expectations.

The product now surfaces support policy inside the same Support area that users rely on for help-center content and contact entry.

The public support surface is intentionally separated from internal operator tooling and paid-tier channels.

Public support Paid channels gated by plan Standard routing

Help center Available now

All visitors and all tiers

Read onboarding, billing, workspace, and reliability guidance without signing in.

Queue treatment: Self-service

AI support chat Locked to paid tiers

Paid workspaces

Start here for AI-backed guidance on onboarding, billing surfaces, workspace state, and runtime troubleshooting before escalating to human support.

Queue treatment: AI guidance plus standard human follow-up

Email ticketing Locked to paid tiers

Paid workspaces

Route billing questions, launch blockers, and product issues into the support inbox with workspace context.

Queue treatment: Standard email queue

Policy

Channel availability

Support entry points are intentionally tier-aware so the product shell, pricing surfaces, and help center tell the same story.

Help-center content is public and available to every workspace tier.
AI support chat and email-ticket routing unlock for active paid subscriptions.
Agency and Agency Pro workspaces receive priority queue handling for paid requests.

Policy

The expected launch path moves from self-service guidance into paid support only when the issue needs human intervention.

Start with the help center for onboarding, plan-fit, and routine workspace questions.
Use AI support chat for paid workflow blockers that need guided product-specific help.
Use email ticketing when an issue needs asynchronous follow-up, billing review, or operational detail.

Policy

The UI communicates queue treatment even before a full SLA document lands in the broader launch policy set.

Free and trial users stay on self-service guidance plus the public contact path.
Paid Solo and Starter workspaces route through the standard paid queue.
Agency tiers route into the priority queue for faster triage.

Policy

Public support pages and internal support operations are deliberately separated so workspace users never see operator-only job tooling.

The Support-area public pages are available at the area root.
Operator-only status, Hangfire visibility, and failure triage stay behind the SupportAccess policy.
Support requests include workspace context without exposing credential material or raw tenant data in the public help center.