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help center: Rewrite "Contact support" page. 

- Structure page as use case -> recommended channel.
- Include expected SLAs for all channels.
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Alya Abbott 2022-09-26 16:32:35 -07:00 committed by Tim Abbott
parent a20c9ea28d
commit 40a867fda7
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56
templates/zerver/help/contact-support.md
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# Contact support
General and technical support for Zulip is available through three
channels:
We're here to help! This page will guide you to the best way to reach us.
* [The Zulip development community][development-community].
Depending on the time of day/week of your query and the complexity
of your question, you may get complete responses immediately or up
to a couple days later, but Zulip's threading makes it easy for us
to reply to every thread. Please read the community conventions
(linked above) and choose a topic when starting a conversation.
* We aim to reply to [email support](mailto:support@zulip.com)
questions within a business day. Simple queries or requests for
data imports generally receive faster replies.
* GitHub [server](https://github.com/zulip/zulip/issues/new), web
[frontend](https://github.com/zulip/zulip/issues/new), [mobile
app](https://github.com/zulip/zulip-mobile/issues/new), [desktop
app](https://github.com/zulip/zulip-desktop/issues/new). If you
aren't able to provide a clear bug report or are otherwise
uncertain, it can be helpful to discuss in
[the Zulip development community][development-community]
first to help create a better GitHub issue.
* We don't offer phone support except as part of enterprise contracts.
* For **support requests** regarding your Zulip Cloud organization or
self-hosted server, [email Zulip support](mailto:support@zulip.com).
* Response time: Usually 1-3 business days, or within one business day for
paid customers.
We love hearing feedback! Please reach out if you have feedback,
questions, or just want to brainstorm how to make Zulip work for your
organization.
* For **sales**, **billing**, **partnerships**, and **other commercial
questions**, contact [sales@zulip.com](mailto:sales@zulip.com).
* Response time: Usually within one business day.
* To **suggest new features**, **report an issue**, or **share any other
feedback**, join the [Zulip development community][development-community].
It's the best place to interactively discuss your problem or proposal. Please
[follow the community norms](/development-community/#community-norms) when
posting.
* Response time: Usually within one business day.
* If you have a **concrete bug report**, you can create an issue in the
appropriate [Zulip GitHub repository](https://github.com/zulip). Use the
[server/web app](https://github.com/zulip/zulip/issues/new) repository if you
aren't sure where to start.
* Response time: Usually within one week.
* Phone support is available only for **Enterprise support customers**.
Your feedback helps us make Zulip better for everyone! Please reach out if you
have questions, suggestions, or just want to brainstorm how to make Zulip work
for your organization.
[development-community]: https://zulip.com/development-community/
## Billing and commercial questions
## Related articles
We provide exclusively [email support](mailto:support@zulip.com)
for sales, billing, partnerships, and other commercial questions.
* [Zulip Cloud billing](/help/zulip-cloud-billing)
* [View Zulip version](/help/view-zulip-version)