From 4a588973d0f48a989b12ee08b698a9ecd3a674c8 Mon Sep 17 00:00:00 2001 From: Paul Cornell Date: Tue, 30 Sep 2025 12:38:24 -0700 Subject: [PATCH 1/2] How to request support --- docs.json | 1 + support/request.mdx | 22 ++++++++++++++++++++++ 2 files changed, 23 insertions(+) create mode 100644 support/request.mdx diff --git a/docs.json b/docs.json index bda9bd49..9a6c4d29 100644 --- a/docs.json +++ b/docs.json @@ -519,6 +519,7 @@ { "group": "Support", "pages": [ + "support/request", "support/shared-responsibility" ] } diff --git a/support/request.mdx b/support/request.mdx new file mode 100644 index 00000000..e05755dc --- /dev/null +++ b/support/request.mdx @@ -0,0 +1,22 @@ +--- +title: Requesting support +--- + +To request support, do the following: + +- If you are using the [Unstructured open source library](/open-source/introduction/overview), + request support by creating a new message in + one of the channels in the [Unstructured Slack community](https://short.unstructured.io/pzw05l7). +- For Unstructured software-as-a-service (Saas) accounts, including legacy pay-as-you-go, + [Starter](https://unstructured.io/pricing) and [Team](https://unstructured.io/pricing) accounts, + email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io).* +- For Unstructured [Enterprise](/enterprise/overview) accounts, including dedicated instance and in-VPC accounts, + contact your assigned Unstructured Account Executive (AE) or Customer Success Manager (CSM). + If you do not know who your assigned AE or CSM is, + email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io).* + +* Before contacting Unstructured Support, please ensure that you consult the +latest version of the [Unstructured Shared Responsibility Model](/support/shared-responsibility) to check +who owns resolution of the issue you are experiencing. If you contact Unstructured Support about an issue for +which the Model states that the customer is ultimately responsible, Support could return the unresolved issue +back to you and take no further action. \ No newline at end of file From 1abdc64c439ab4fef834e11fff544218b35344d7 Mon Sep 17 00:00:00 2001 From: Paul Cornell Date: Mon, 6 Oct 2025 08:49:50 -0700 Subject: [PATCH 2/2] Add Slack channel name, Customer Support Portal details --- support/request.mdx | 7 ++++--- 1 file changed, 4 insertions(+), 3 deletions(-) diff --git a/support/request.mdx b/support/request.mdx index e05755dc..0de1785d 100644 --- a/support/request.mdx +++ b/support/request.mdx @@ -5,13 +5,14 @@ title: Requesting support To request support, do the following: - If you are using the [Unstructured open source library](/open-source/introduction/overview), - request support by creating a new message in - one of the channels in the [Unstructured Slack community](https://short.unstructured.io/pzw05l7). + request support by creating a new message in the **#general** + channel in the [Unstructured Slack community](https://short.unstructured.io/pzw05l7). - For Unstructured software-as-a-service (Saas) accounts, including legacy pay-as-you-go, [Starter](https://unstructured.io/pricing) and [Team](https://unstructured.io/pricing) accounts, email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io).* - For Unstructured [Enterprise](/enterprise/overview) accounts, including dedicated instance and in-VPC accounts, - contact your assigned Unstructured Account Executive (AE) or Customer Success Manager (CSM). + contact your assigned Unstructured Account Executive (AE) or Customer Success Manager (CSM) for access to your + dedicated Customer Support Portal. If you do not know who your assigned AE or CSM is, email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io).*