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 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.

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 portal ticket.

Before you reach out

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

Controlled Access Model, 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, reach out. We are happy to help.