Troubleshooting Guide
Common Issue Resolution Steps
Users can quickly resolve frequent issues by referring to the Intercom Support Button located at the bottom-left corner of the platform. A step-by-step troubleshooting guide is available for self-service assistance.Error Message Interpretation
System-generated error messages include error codes and descriptions. Each message provides suggested actions to resolve the issue or directs users to relevant support resources.System Status Checking
Users can view live and historical system status to check for uptime, scheduled maintenance, or unexpected downtime. The status page helps identify platform-wide issues.Performance Optimization Tips
To improve performance, users are advised to clear cache regularly, manage large datasets efficiently, and optimize queries for faster processing. Best practices for reducing load times are available in the help center.
Technical Assistance
Support Ticket Creation Process
Users can report technical issues via ‘Intercom chat’, which automatically creates a support ticket. Providing clear details, including error descriptions, screenshots, and steps to reproduce the issue, helps expedite resolution.Priority Level Guidelines
Support tickets are categorized into priority levels:Low – Minor UI issues, general inquiries.
Medium – Functional bugs with workarounds available.
High – Major disruptions affecting workflows.
Critical – Platform outages or severe data loss.
Response Time Expectations
Resolution times vary based on support plans and issue severity. Service Level Agreements (SLAs) define expected response times, ensuring timely assistance.Escalation Procedures
If an issue remains unresolved, users can escalate via Intercom or contact designated support channels for urgent matters. Critical incidents receive priority handling.