# Customer Support Policy ## Support Channels #### Email Support: **Recommended for:** Technical issues, account configuration, data connectivity problems, billing inquiries **What to Include in Your Request:** * Clear description of the issue or question * Steps to reproduce the problem * Error messages or screenshots * Your workspace name and affected user accounts * Business impact and urgency level ## AI Support Agent (Fin) **Recommended for:** Quick answers, how-to questions, troubleshooting guidance, platform navigation **Access:** Available 24/7 within your Zenlytic workspace and on zenlytic.com * Instant responses from our knowledge base * Step-by-step troubleshooting guidance * Automatic escalation to human support when needed ## Scope of Support ### Technical Support Included * **Platform Functionality:** Using Zoë, data visualization, dashboard creation * **Data Connectivity:** Database connections, authentication, sync issues * **User Management:** Account access, permissions, workspace configuration * **Query Assistance:** Guidance on effective question formulation for Zoë * **Troubleshooting:** Error resolution, performance issues, unexpected behavior * **Best Practices:** Data modeling guidance, workflow optimization ### Professional Services (Separate Engagement) * Custom data model development for complex enterprise schemas * Advanced SQL optimization and performance tuning * Data warehouse architecture consulting * Custom integration development * Dedicated implementation and training services ## Self-Service Resources ### Before Contacting Support: 1. **Search our AI Agent** for instant answers to common questions 2. **Check documentation** at [docs.zenlytic.com](https://docs.zenlytic.com) 3. **Review Help Center** articles in your workspace ### Common Solutions: * **Data Connection Issues:** Verify credentials and network access in workspace settings * **Zoë Not Responding:** Check data permissions and try rephrasing your question * **Metric Discrepancies:** Validate date ranges, time zones, and calculation methods * **Access Problems:** Contact your workspace administrator for permission updates ## Issue Classification ### Critical Issues * Platform unavailable or inaccessible * Data security incidents * Complete loss of functionality affecting business operations ### Standard Issues * Feature questions and how-to guidance * Non-critical bugs or performance issues * Configuration and setup assistance * General troubleshooting ## Support Best Practices ### For Effective Email Support: * Use descriptive subject lines (e.g., "Snowflake Connection Error - \[Workspace Name]") * Provide complete context and relevant details * Include screenshots for visual issues * Specify business impact when applicable ### For AI Agent Support: * Ask specific, detailed questions * Include relevant context about your setup * Try alternative phrasings if needed * Use escalation option for complex issues requiring human assistance ## Escalation Process 1. **Start with AI Agent** for immediate assistance 2. **Consult documentation** for detailed guidance 3. **Email** [**support@zenlytic.com**](mailto:support@zenlytic.com) for unresolved technical issues 4. **Mark as urgent** for critical business-impacting problems ## Knowledge Base Enhancement Your support interactions help improve our service: * Common solutions are added to our knowledge base * AI Agent learns from each resolved issue * Documentation is continuously updated * New help articles are created based on frequent questions ## Contact Information * **Primary Support:** * **AI Agent:** Available in your Zenlytic workspace * **Sales Inquiries:** Available through zenlytic.com * **Documentation:** [docs.zenlytic.com](https://docs.zenlytic.com) {% hint style="info" %} *This policy applies to all Zenlytic customers. For specific terms related to your subscription plan, please refer to your service agreement.* {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.zenlytic.com/legal-and-support/customer-support-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.