Getting Help

This page lists the ways to reach the CTO2B team, and which one to use for what.

Your support channels at a glance

Channel	Use it for	Creates a ticket?
Your dedicated Slack channel	Questions, day-to-day requests, anything you want a quick answer on	Only if you tag @CustomerSuccessBot
Support Portal (Jira Service Management)	Formal requests, and every incident	Yes
Email	A fallback when Slack and the Support Portal are not available	Yes

Slack (recommended)

Your dedicated Slack channel is the fastest way to reach us. Post your question
there and a member of the team will respond.

If you want the conversation tracked as a formal ticket, mention
@CustomerSuccessBot in the thread. It reads the full conversation and
creates the ticket for you, so there is no separate form to fill in.

Support Portal

The Support Portal is Jira Service Management. You can raise requests there and
track the status of everything your organisation has open.

Your Customer Success Engineer provides your portal link during onboarding. If
you do not have it, ask in your Slack channel and we will send it to you.

Email

Email is a secondary channel and Slack is faster for most requests. If you need
to reach us by email, ask your Customer Success Engineer for the current
address.

What the request wording in this knowledge base means

When a page says	Use
Raise a request	Your dedicated Slack channel for day-to-day requests — tag @CustomerSuccessBot if you want it tracked as a ticket — or the Support Portal for a formal request
Open a support request	The Support Portal. Required for every incident: a Slack message alone does not start the SLA clock
Request access	An access request in SVIEW — see Access Requests

Response expectations

Response and resolution targets are set by severity and are documented in
SLA Policy. If something is fully down, do not wait for a reply in Slack —
follow How to Raise a Sev-1 Incident, which requires a
Support Portal ticket.

Before you raise a request

Many common questions are already answered in this knowledge base. It is worth
checking:

What You Can Do vs. What We Manage, if
you are unsure whether something is self-service or needs CTO2B.
Troubleshooting Common Issues, for the
problems we see most often.
The how-to guide for the specific service or feature you are working with.

If you cannot find what you need, raise a request. We are happy to help.