Getting Help
How to get support and find answers
Getting Help
Multiple ways to get the help you need, when you need it.
Support Channels
Help Center (This Site)
- Search articles and guides
- Step-by-step tutorials
- Video walkthroughs
- FAQ database
In-App Help
- Help Widget - Bottom right of any page
- Contextual Articles - Relevant to current page
- Search - Instant results from help center
- Contact Form - Submit without leaving app
Email Support
- General: support@africaos.dev
- Billing: billing@africaos.dev
- Security: security@africaos.dev
- Privacy: privacy@africaos.dev
- Response: 24 hours (Business), 4 hours (Professional), 1 hour (Enterprise)
Live Chat
- Professional: Business hours (Mon-Fri 8AM-6PM SAST)
- Enterprise: 24/7 with dedicated CSM
- Access via help widget or dashboard
Phone Support (Enterprise Only)
- Dedicated line - Direct to support team
- Business hours - Mon-Fri 8AM-6PM SAST
- Emergency - 24/7 for critical issues
- Callback - Request via portal
Slack Community (Enterprise)
- Private channel - Your team + our engineers
- Real-time - Faster than email
- Announcements - Releases, maintenance, incidents
Self-Service Resources
Documentation
- Getting Started - New user onboarding
- User Guides - Module-specific workflows
- Admin Guides - Configuration, security, billing
- API Reference - Developer documentation
Video Tutorials
- YouTube Channel - youtube.com/@africaos
- In-App - Contextual videos
- Webinars - Monthly feature deep-dives
- On-Demand - Recorded sessions
Training
- Admin Certification - Free, self-paced
- User Training - Role-based modules
- Custom Training - Enterprise: on-site/virtual
- Train-the-Trainer - Enterprise: certify internal trainers
Status Page
- status.africaos.dev - Real-time system status
- Incidents - Current and historical
- Maintenance - Scheduled windows
- Subscribe - Email/SMS/Slack alerts
Before Contacting Support
Check First
- Search Help Center - Most questions answered
- Check Status Page - Known issues
- Review Recent Changes - New features, updates
- Try Different Browser - Cache/cookie issues
- Check Permissions - Role-based access
Gather Information
When contacting support, include:
- Organization Name - Your org identifier
- User Email - Your login email
- Module/Feature - Where issue occurs
- Steps to Reproduce - Numbered list
- Expected vs Actual - What should happen vs what happens
- Screenshots/Recording - Loom, screenshots
- Error Messages - Exact text, codes
- Browser/Device - Chrome 120, macOS, iPhone 15
- Timing - When started, frequency
- Impact - Users affected, business critical?
Support Tiers
| Feature | Starter | Professional | Enterprise |
|---|---|---|---|
| Help Center | ✅ | ✅ | ✅ |
| Email Support | ✅ | ✅ | ✅ |
| Response Time | 24h | 4h | 1h |
| Live Chat | ❌ | Business hrs | 24/7 |
| Phone Support | ❌ | ❌ | ✅ |
| Slack Channel | ❌ | ❌ | ✅ |
| Dedicated CSM | ❌ | ❌ | ✅ |
| Custom Training | ❌ | ❌ | ✅ |
| Priority Bug Fixes | ❌ | ❌ | ✅ |
| SLA | ❌ | 99.5% | 99.9% |
Escalation Process
Standard (Professional)
- Submit ticket → Auto-assigned
- Tier 1 responds (4h target)
- If complex → Tier 2 (24h target)
- If critical → Engineering (48h target)
Enterprise
- Slack/Phone/Email → CSM notified
- CSM triages (15 min target)
- Routes to right team
- Regular updates until resolution
- Post-incident review (for Sev-1)
Feedback & Feature Requests
Submit Feedback
- In-App - Help widget → Feedback
- Portal - feedback.africaos.dev
- Email - feedback@africaos.dev
Feature Requests
- Check Roadmap - Already planned?
- Search existing requests - Upvote if exists
- Submit new - Clear title, use case, impact
- Vote - Community prioritizes
Beta Program
- Early Access - New features before launch
- Feedback Loop - Direct with product team
- Apply - Settings → Beta Program
- Requirements - Willing to test, provide feedback