Support, troubleshooting, and known issues

Support and escalation paths

Use self-serve help first when it answers the question, then move into structured intake before frustration compounds.

Who this is for: Any user who is blocked, uncertain, or dealing with a higher-trust question.

Last reviewed 2026-04-28 · Source of truth: launch shell · Languages: en, es

Article metadata

Product area: support and escalation

Owner: Support operations

Parity reviewer: Bilingual launch review

Retrieval-ready: Yes

What to expect next

Use the support assistant when a grounded answer may already exist.
Use structured intake when the topic becomes sensitive, specific, or consequence-heavy.

Start with grounded help

Use the help center for trial, pricing, migration, and launch-surface guidance that has already been normalized into canonical articles.

Support content should be readable by humans and reliable enough for later AI grounding.

Escalate when needed

If the question touches billing specifics, hardship, permissions, or other sensitive areas, move into structured intake instead of dumping sensitive context into generic text.

If the help article is not enough, the next step should stay visible and specific.

Escalation path

The safest escalation path is the structured intake route that matches your need.

Related next steps

Support or troubleshooting intake Billing or pricing intake Hardship intake Open Spanish version Back to help center