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kylemclaren merged 3 commits into from
Sep 11, 2023
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Working with support #972

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12 changes: 12 additions & 0 deletions about/support.html.md
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Expand Up @@ -30,5 +30,17 @@ Customers on [Launch, Scale, and Enterprise plans](https://fly.io/plans) have ac

Your support address is in the [Fly.io dashboard](https://fly.io/dashboard). Select your organization, and look for your Support email address in the Billing section.

## Working with support
We understand that describing technical issues can sometimes be challenging. Providing a clear and detailed description of the problem, including any noticeable symptoms and relevant artifacts, can greatly assist us in identifying similar cases and speeding up the resolution process.

Here are some things that would be good to incude in your ticket:
- Your app name and/or Machine ID
- Specific errors in your app logs or browser. What you observed (e.g. 'it threw a 500 error')
- What you were trying to achieve (e.g. deploy the application)
- What you did (e.g. I ran fly deploy)
- UTC timestamps for when the issue occured
- Prepending `LOG_LEVEL=debug` to any flyctl command will give us a great level of insight into the lower-level API calls being made
- If you are sending us error messages or log output, it's best to send that as plain text in the body of the email (or upload a .txt or .log file for longer outputs), rather than attached screenshots of your terminal window.

## Other questions?
For questions about a specific invoice or account management issues, email us at [billing@fly.io](mailto:billing@fly.io).