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Revamp support page to include latest changes #622

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Dec 5, 2024
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Revamp support page to include latest changes #622

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Revamp support page to include latest changes
half0wl Dec 4, 2024
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rephrase critical tix
half0wl Dec 5, 2024
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97 changes: 57 additions & 40 deletions src/docs/reference/support.md
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Expand Up @@ -6,53 +6,53 @@ Railway offers numerous tiers of support for our users.

## Support Tiers

| Plan | Support |
| ------------- | ------------------------------------------------------------------------------------- |
| Trial & Hobby | [Community](#help-station) only |
| Pro | [Community Priority Threads](#priority-threads) and [Business Class](#business-class) |
| Enterprise | [Custom](#enterprise) & all of the above |
We prioritize support requests based on the plan you're on and the urgency of your request.

## Help Station
### Trial & Hobby

Railway conducts its support over our [Help Station](https://help.railway.com) platform.
Trial & Hobby plan users are only eligible for community support over [Help Station](#help-station) or [Discord](#discord). Railway may respond to community threads, but a response is not guaranteed.

It hosts our community of 500,000+ users and developers. It is where you can find answers to common questions, ask questions, and get in touch with the Railway team.
### Pro & Business Class

<Image
src="https://res.cloudinary.com/railway/image/upload/v1708556761/docs/help-station-3_b14jbh.png"
alt="Screenshot of Railway Help Station"
layout="intrinsic"
width={2033} height={1380} quality={100} />
Pro & [Business Class](#business-class) customers can select the urgency of their request when creating a new thread in [Help Station](#help-station) or [Slack](#slack).

Please ensure that you've searched for your issue before creating a new thread, follow the guidelines in [How To Ask For Help](#how-to-ask-for-help), and abide by our [Code of Conduct](https://help.railway.com/community-code-of-conduct).
| Level | Description | Eligibility |
| -------- | -------------------------------------------------------------------------- | --------------------------------- |
| Low | Questions about how to use Railway or general feedback | Pro |
| Normal | Issues with Railway, such as bugs or unexpected behavior | Pro |
| High | Issues that are blocking you from using Railway | Pro |
| Critical | Production outage or platform issues blocking your team from using Railway | [Business Class](#business-class) |

### Priority Threads
## Help Station

For Pro plan users, threads created in the [Help Station](https://help.railway.com) are treated as **High Priority**. These threads are guaranteed a response from the Railway team within 1 business day (if community members are unable to help).
Railway primarily conducts its support over our [Help Station](https://help.railway.com) platform.

We pay special attention to threads created by Pro users and ensure that questions or concerns are resolved in a timely manner.
It hosts our community of 500,000+ users and developers. It is where you can find answers to common questions, ask questions, and get in touch with the Railway team.

<Image
src="https://res.cloudinary.com/railway/image/upload/v1715282870/docs/pro-priority-threads_pxyodo.png"
alt="Screenshot of Railway Help Station - Priority Threads"
src="https://res.cloudinary.com/railway/image/upload/v1733323523/docs/cs-2024-12-04-22.28_egl1hw.png"
alt="Screenshot of Railway Help Station"
layout="intrinsic"
width={772} height={269} quality={100} />
width={1737} height={1384} quality={100} />

For teams and companies requiring SLOs and higher-priority support over chat, sign up for [Business Class](#business-class).
Please ensure that you've searched for your issue before creating a new thread, follow the guidelines in [How To Ask For Help](#how-to-ask-for-help), and abide by our [Code of Conduct](https://help.railway.com/community-code-of-conduct).

### Private Threads
### Visibility

You create a **Private Thread** on [Help Station](https://help.railway.com/support) if you need to share sensitive information, such as invoices or personal data. Private Threads are only visible to you and Railway employees.
You can create a **Private Thread** on [Help Station](https://help.railway.com/support) if you need to share sensitive information, such as invoices or personal data. Private Threads are only visible to you and Railway employees.

<Image
src="https://res.cloudinary.com/railway/image/upload/v1715282996/docs/priv-threads_lus6tx.png"
src="https://res.cloudinary.com/railway/image/upload/v1733324037/docs/cs-2024-12-04-22.53_jyhmsp.png"
alt="Screenshot of Railway Help Station - Private Threads"
layout="intrinsic"
width={747} height={352} quality={100} />
width={756} height={184} quality={100} />

Private Threads have a slower response time (at most 2 business days) because only Railway employees can see them. We recommend you to only create a Private Thread if you need to share sensitive information.
Private Threads have a slower response time because only Railway employees can
see them. We recommend you to only create a Private Thread if you need to share
sensitive information.

We may make the thread public for community involvement if we determine that there is no sensitive information in your thread.
We may make the thread public for community involvement if we determine that
there is no sensitive information in your thread.

## Discord

Expand All @@ -62,29 +62,31 @@ Please ask your questions in the <a href="https://discord.com/channels/713503345

## Slack

Railway offers Slack channels to companies and prospective customers. Customers can raise issues, coordinate their migration over to the platform, and provide feedback within a Slack connect channel.

All teams can create a Slack channel within the Team settings page.
Railway offers Slack channels to companies and prospective customers. Customers can raise issues, coordinate their migration over to Railway, and provide feedback within a Slack Connect channel.

<Image
src="https://res.cloudinary.com/railway/image/upload/v1731463950/CleanShot_2024-11-12_at_21.12.16_k46jfu.png"
alt="Screenshot of Slack Channel Creation Flow"
src="https://res.cloudinary.com/railway/image/upload/v1733324712/docs/cs-2024-12-04-22.20_bms1sa.png"
alt="Screenshot of Slack"
layout="intrinsic"
width={908} height={174} quality={100} />

All users within a Slack connect channel can invite their team members within the Slack interface or press the create Slack channel button again to initiate an invite to the channel.
width={571} height={743} quality={100} />

### Slack Account Linking
All teams can create a Slack channel within the Team settings page:

<Image
src="https://res.cloudinary.com/dbnvcdbk1/image/upload/v1718999607/CleanShot_2024-06-21_at_15.52.19_mh1uej.png"
src="https://res.cloudinary.com/railway/image/upload/v1733324438/docs/cs-2024-12-04-23.00_uvchnr.png"
alt="Screenshot of Slack Account Linking"
layout="intrinsic"
width={534} height={278} quality={100} />
width={845} height={157} quality={100} />

Users in a Slack Connect channel can invite their team members using the Slack interface or by pressing the `Join Slack` button again to initiate new invites.

### Slack Account Linking

We highly recommend connecting your Slack account if you have a shared Slack Connect channel with us. Doing so allows us to get insight into issues affecting your workloads without having to ask for additional information.

Connecting your Slack Account to your Railway Account allows the team to get insight into issues affecting your workloads without having to ask for additional information. [To link your Slack account to your Railway account, you can navigate to your Account settings page on Railway and follow the instructions provided.](https://railway.com/account)
To link your Slack account to your Railway account, navigate to your team's [settings page](https://railway.com/account) on Railway.

_Permissions_ - Railway only asks for permissions to link your Slack ID and your Workspace ID, our integration only can see messages within the shared Slack Connect channel.
_Railway only asks for permissions to link your Slack account's ID and your Slack Workspace's ID. Our integration can only see messages within the shared Slack Connect channel_.

## How To Ask For Help

Expand All @@ -107,12 +109,27 @@ Reach out to us at [team@railway.com](mailto:team@railway.com) for more informat

### Business Class SLOs

We prioritize Business Class customers over all other support requests.

| Severity | Acknowledgement Time |
| ------------------------------------ | -------------------- |
| P1 (Outages, Escalations) | One hour - 24/7 |
| P2 (Bugs) | Same Business Day |
| P3 (Integrations, General Questions) | Two Business Days |

For Business Class customers with a shared Slack Connect channel with us, you have access to
"Critical" urgency level support requests:

<Image
src="https://res.cloudinary.com/railway/image/upload/v1733325632/docs/cs-2024-12-04-23.20_smvweu.png"
alt="Screenshot of Slack Account Linking"
layout="intrinsic"
width={392} height={255} quality={100} />

This allows you to page our support on-call directly for an immediate response.
Please only use this for production outages or critical platform issues
preventing your team from using Railway.

### Definition of Priorities

| Priority | Surface Areas |
Expand Down
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