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Support access updates #1904

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Jan 8, 2025
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Support access updates #1904

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Support access updates
kylemclaren Jan 8, 2025
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kylemclaren Jan 8, 2025
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26 changes: 19 additions & 7 deletions about/support.html.md
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Expand Up @@ -27,17 +27,33 @@

## Email support

**Who can use this:** Customers who have purchased a Standard, Premium, or Enterprise Support package.
**Who can use this:** Organizations who have purchased a Standard, Premium, or Enterprise Support package or organizations with legacy Launch or Scale plans.

**Use this for:** Issues or questions specific to you.
**Use this for:** Technical support for issues or questions specific to you.

Our Standard, Premium, and Enterprise packages have access to email support. These plans come with an organization-specific address for emailing support questions, typically `<org-name>@support.fly.io`.

You can find your support address is in the [Fly.io dashboard](https://fly.io/dashboard). Select your organization, and look for your unique email address in the **Support** section. You'll also find a form to submit new support tickets, as well as an overview of recent support interactions.

## Support Portal

**Who can use this:** Organizations who have purchased a Standard, Premium, or Enterprise Support package or organizations with legacy Launch or Scale plans.

**Use this for:** Technical support for issues or questions specific to you.

The Support Portal is a self-service portal for customers to submit support tickets, view recent support interactions, and track the status of their tickets. You can access it from your [Fly.io dashboard](https://fly.io/dashboard) by clicking the **Support** tab.

## Billing and account support

**Who can use this:** Everyone

**Use this for:** Billing and account management issues.

For questions about a specific invoice or account management issues, you can email us at [[email protected]](mailto:[email protected]).

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GitHub Actions / Vale linter 

[vale] reported by reviewdog 🐶
[Vale.Terms] Use 'Fly.io' instead of 'fly.io'.

Raw Output:
{"message": "[Vale.Terms] Use 'Fly.io' instead of 'fly.io'.", "location": {"path": "about/support.html.md", "range": {"start": {"line": 52, "column": 99}}}, "severity": "ERROR"}

## Support metrics

The Fly.io Support team publishes our email support response time metrics in order to better set expectations regarding response times and help to you understand how we're doing. You can view these metrics in the public [Support Metrics Dashboard](https://fly.io/support).
The Fly.io Support team publishes our email support metrics to better set expectations regarding response times and help to you understand how we're doing. You can view these metrics in the public [Support Metrics Dashboard](https://fly.io/support).

## Working with support

Expand All @@ -49,9 +65,5 @@
- What you were trying to achieve (e.g. deploy the application).
- What you did (e.g. I ran `fly deploy`).
- UTC timestamps for when the issue occurred.
- Prepending `LOG_LEVEL=debug` to any flyctl command will provide insight into the lower-level API calls being made.

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GitHub Actions / Vale linter 

[vale] reported by reviewdog 🐶
[Fly.Spelling] Is 'Prepending' a typo?

Raw Output:
{"message": "[Fly.Spelling] Is 'Prepending' a typo?", "location": {"path": "about/support.html.md", "range": {"start": {"line": 68, "column": 3}}}, "severity": "INFO"}
- If you are sending us error messages or log output, it's best to send that as plain text in the body of the email (or upload a `.txt` or `.log` file for longer outputs), rather than attached screenshots of your terminal window.

## Other questions?

For questions about a specific invoice or account management issues, email us at [[email protected]](mailto:[email protected]).
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