From cf87ca99a4d2ccb059dfd316f3352a8a6397bf5d Mon Sep 17 00:00:00 2001 From: Paul Cornell Date: Mon, 27 Oct 2025 15:23:50 -0700 Subject: [PATCH 1/3] Support how-to's --- support/how-to/cancel-account.mdx | 11 +++++++++++ support/how-to/data-privacy.mdx | 11 +++++++++++ support/how-to/overview.mdx | 11 +++++++++++ 3 files changed, 33 insertions(+) create mode 100644 support/how-to/cancel-account.mdx create mode 100644 support/how-to/data-privacy.mdx create mode 100644 support/how-to/overview.mdx diff --git a/support/how-to/cancel-account.mdx b/support/how-to/cancel-account.mdx new file mode 100644 index 00000000..b20151a4 --- /dev/null +++ b/support/how-to/cancel-account.mdx @@ -0,0 +1,11 @@ +--- +title: Cancel your Unstructured account +--- + + +If you have an Unstructured account + +[Subscription Cancellation Request](https://share.hsforms.com/1cmOwTKSwTvKtsoG0F7i49Anxlin) web form. + +Submitting an account cancellation request does not override any existing contracts or agreements that your organization already +has in place with Unstructured. \ No newline at end of file diff --git a/support/how-to/data-privacy.mdx b/support/how-to/data-privacy.mdx new file mode 100644 index 00000000..b6c75ade --- /dev/null +++ b/support/how-to/data-privacy.mdx @@ -0,0 +1,11 @@ +--- +title: Delete or export personal data +--- + +You can request that Unstructured delete the personal data that Unstructured stores in its systems about you, export that +personal data and send a copy of it to you, or both. + +[Data Privacy Request](https://na1.hs-data-privacy.com/request/UYsLQfVEBgaaIvrZb74_EA) web form. + +This personal data includes information such as: + diff --git a/support/how-to/overview.mdx b/support/how-to/overview.mdx new file mode 100644 index 00000000..3d169b84 --- /dev/null +++ b/support/how-to/overview.mdx @@ -0,0 +1,11 @@ +--- +title: Overview +--- + +This section contains information about how to initiate various kinds of self-service support requests for your Unstructured account. + +These requests include action such as requesting Unstructured to delete or export the personal data that Unstructured +has stored about you, or to request that Unstructured cancel your account. + +This section does not contain instructions about how to make general support requests. To learn how tomake a general support request, +see [Requesting support](/support/request). \ No newline at end of file From 87c842eec7358032950ce5698674e07e17980704 Mon Sep 17 00:00:00 2001 From: Paul Cornell Date: Tue, 28 Oct 2025 15:58:59 -0700 Subject: [PATCH 2/3] Added more how-to's and updated previous drafts --- docs.json | 11 ++++++++++- support/how-to/cancel-account.mdx | 11 ----------- support/how-to/cancel-renewal.mdx | 21 +++++++++++++++++++++ support/how-to/data-privacy.mdx | 15 ++++++++++++--- support/how-to/invoice-issue.mdx | 21 +++++++++++++++++++++ support/how-to/overview.mdx | 6 +++--- support/request.mdx | 12 ++++++++++++ 7 files changed, 79 insertions(+), 18 deletions(-) delete mode 100644 support/how-to/cancel-account.mdx create mode 100644 support/how-to/cancel-renewal.mdx create mode 100644 support/how-to/invoice-issue.mdx diff --git a/docs.json b/docs.json index 9a6c4d29..6212c26a 100644 --- a/docs.json +++ b/docs.json @@ -520,7 +520,16 @@ "group": "Support", "pages": [ "support/request", - "support/shared-responsibility" + "support/shared-responsibility", + { + "group": "Self-service", + "pages": [ + "support/how-to/overview", + "support/how-to/data-privacy", + "support/how-to/invoice-issue", + "support/how-to/cancel-renewal" + ] + } ] } ] diff --git a/support/how-to/cancel-account.mdx b/support/how-to/cancel-account.mdx deleted file mode 100644 index b20151a4..00000000 --- a/support/how-to/cancel-account.mdx +++ /dev/null @@ -1,11 +0,0 @@ ---- -title: Cancel your Unstructured account ---- - - -If you have an Unstructured account - -[Subscription Cancellation Request](https://share.hsforms.com/1cmOwTKSwTvKtsoG0F7i49Anxlin) web form. - -Submitting an account cancellation request does not override any existing contracts or agreements that your organization already -has in place with Unstructured. \ No newline at end of file diff --git a/support/how-to/cancel-renewal.mdx b/support/how-to/cancel-renewal.mdx new file mode 100644 index 00000000..15ce46b5 --- /dev/null +++ b/support/how-to/cancel-renewal.mdx @@ -0,0 +1,21 @@ +--- +title: Cancel your Unstructured Starter auto-renewal +sidebarTitle: Cancel a renewal +--- + +If you are approaching the end of your annual Unstructured [Starter](https://unstructured.io/pricing) subscription, and you do not want to renew it for another year, +you can request that Unstructured cancel the upcoming auto-renewal of your subscription. + +To request that Unstructured cancel your annual subscription's upcoming auto-renewal, email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io) +with the following information: + +- The email address of the primary contact for your Unstructured **Starter** subscription. +- The reason why you want to cancel the upcoming auto-renewal of your annual subscription. + +After Unstructured Support receives your request, within one business day, they will cancel the upcoming auto-renewal of your annual subscription and +then respond with an email to the primary contact, confirming the cancellation. If you have not received this cancellation confirmation email within 3 business days, +you can email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io) to check on the status of your request. + +This process does not apply to Unstructured [Team](https://unstructured.io/pricing) or [Enterprise](https://unstructured.io/pricing) accounts. +For questions, requests, or issues related to these account types, contact your assigned Unstructured Account Executive (AE). If you do not know who your assigned AE is, +email Unstructured Sales at [sales@unstructured.io](mailto:sales@unstructured.io). \ No newline at end of file diff --git a/support/how-to/data-privacy.mdx b/support/how-to/data-privacy.mdx index b6c75ade..3fced3dd 100644 --- a/support/how-to/data-privacy.mdx +++ b/support/how-to/data-privacy.mdx @@ -1,11 +1,20 @@ --- -title: Delete or export personal data +title: Delete or export personal data stored by Unstructured +sidebarTitle: Delete or export personal data --- You can request that Unstructured delete the personal data that Unstructured stores in its systems about you, export that personal data and send a copy of it to you, or both. -[Data Privacy Request](https://na1.hs-data-privacy.com/request/UYsLQfVEBgaaIvrZb74_EA) web form. +To make a personal data deletion or export request, fill out and submit the +[Data Privacy Request](https://na1.hs-data-privacy.com/request/UYsLQfVEBgaaIvrZb74_EA) webform. -This personal data includes information such as: +After Unstructured receives your request, within one business day, they will delete the personal data that Unstructured stores in its +systems about you or export that personal data. Unstructured will then send an email to the address listed on the webform—this email will +confirm the deletion or provide a copy of the exported +personal data, respectively. If you have not received this email within 3 business days, you can email Unstructured Support at +[support@unstructured.io](mailto:support@unstructured.io) to check on the status of your request. + +If you have any questions about this process or need help filling out or submitting the webform, email Unstructured Support at +[support@unstructured.io](mailto:support@unstructured.io). diff --git a/support/how-to/invoice-issue.mdx b/support/how-to/invoice-issue.mdx new file mode 100644 index 00000000..ade765db --- /dev/null +++ b/support/how-to/invoice-issue.mdx @@ -0,0 +1,21 @@ +--- +title: Raise an invoice issue or request a refund +sidebarTitle: Dispute charges +--- + +To raise an issue about an unpaid invoice that Unstructured has sent you, or to request a refund for an invoice that you have already paid, email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io). + +In your email, include the following information: + +- The email address of the primary contact for your Unstructured **Starter** subscription or **Team** or **Enterprise** agreement. +- The related invoice number. +- The monetary amount of the unpaid invoice that you are disputing, or the monetary amount of the already-paid invoice for which you are requesting a refund. +- The specific reasons why you are disputing the charges or requesting a refund. +- Any supporting details, documentation, or other information that helps support your claim. + +After Unstructured Support receives your request, within one business day, they will respond with an email to the primary contact, acknowledging your +dispute or refund request. If you have not received this acknowledgement email within 3 business days, you can email Unstructured Support at +[support@unstructured.io](mailto:support@unstructured.io) to check on its status. + +The timing and details for resolving the dispute or refund request will depend on the nature of the issue. If you have any follow-up questions about the issue +or just want to check on its current status, email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io). \ No newline at end of file diff --git a/support/how-to/overview.mdx b/support/how-to/overview.mdx index 3d169b84..f3be9941 100644 --- a/support/how-to/overview.mdx +++ b/support/how-to/overview.mdx @@ -4,8 +4,8 @@ title: Overview This section contains information about how to initiate various kinds of self-service support requests for your Unstructured account. -These requests include action such as requesting Unstructured to delete or export the personal data that Unstructured -has stored about you, or to request that Unstructured cancel your account. +These requests include actions such as requesting Unstructured to delete or export the personal data that Unstructured +has stored about you, or to request that Unstructured cancel the auto-renewal of an annual usage subscription. -This section does not contain instructions about how to make general support requests. To learn how tomake a general support request, +This section does not contain instructions about how to make general support requests. To learn how to make a general support request, see [Requesting support](/support/request). \ No newline at end of file diff --git a/support/request.mdx b/support/request.mdx index 0de1785d..ff681f2e 100644 --- a/support/request.mdx +++ b/support/request.mdx @@ -16,6 +16,18 @@ To request support, do the following: If you do not know who your assigned AE or CSM is, email Unstructured Support at [support@unstructured.io](mailto:support@unstructured.io).* +It is critical that you route your support requests appropriately, as follows. Incorrect routing can result in delayed or no response, and +any related service level agreement (SLA) commitments by Unstructured will not be honored. + +- **Support requests for paid Unstructured accounts (except for Enterprise accounts) must only be emailed to Unstructured Support at + [support@unstructured.io](mailto:support@unstructured.io)**. These kinds of support requests, if submitted by any other means, + might take longer to receive a response from Unstructured Support—or they might not be responded to at all. +- **Support requests for Unstructured Enterprise accounts must only be directed to your + assigned Unstructured Account Executive (AE) or Customer Success Manager (CSM).** These kinds of support requests, if submitted by any other means, + might take longer to receive a response from Unstructured Support—or they might not be responded to at all. +- **Support requests for the Unstructured open source library must only be posted in the #general channel in the Unstructured Slack community**. + These kinds of support requests, if submitted by any other means, will not be responded to. + * 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 From 0d00ac2256727dfa72485296b7d29006be37fb55 Mon Sep 17 00:00:00 2001 From: Paul-Cornell Date: Wed, 29 Oct 2025 10:50:19 -0700 Subject: [PATCH 3/3] Apply suggestions from code review --- docs.json | 3 +++ 1 file changed, 3 insertions(+) diff --git a/docs.json b/docs.json index 07edff4e..c771c393 100644 --- a/docs.json +++ b/docs.json @@ -528,6 +528,9 @@ "support/how-to/data-privacy", "support/how-to/invoice-issue", "support/how-to/cancel-renewal" + ] + }, + { "group": "Issues", "pages": [ "support/issues/overview",