How to contact support | WRITER Knowledge Base
How to contact support
Last updated 9 days ago
Who can use this feature
- Supported on Enterprise and Starter plans
Noticed an issue in WRITER? Or want to request a new product feature? This article has some initial troubleshooting steps to try, details we need to investigate, and ways to reach our team. Remember, the more detail you share up front, the faster we can identify and fix issues.
Initial troubleshooting
Good news! There are several things you can try at home before reaching out. These are specific steps for our different solutions.
Web app - Try reproducing in an incognito/private browsing window. If you can't reproduce here, clear your browsing data, or check for other installed extensions.
Browser extensions - Try reproducing in an incognito/private browsing window. If you can't reproduce here, clear your browsing data, or check for other installed extensions.
Desktop apps - Check for updates, sign out and back in, remove and reinstall app.
Figma plugin - Clear desktop app cache, sign out, and back in.
If you still see strange behavior, collect the following details and contact our support team.
Information to collect
Please include as much of the information below as you can gather:
| Product area | What to send us |
|---|---|
| 🔒 Login/access (non-SSO/SCIM) | - Impacted user email - Screenshot of login error |
| 🔑 SSO/SCIM | - Impacted user emails - Screenshot of error, or logs from SSO provider |
| 💬 Ask WRITER/Knowledge Graph | - Session url - Screenshot of error, or specific details on what went wrong - The exact inputs & outputs - Uploaded files |
| 🤖 AI Studio & Agents | - Agent url - Screenshot of error - The exact inputs & outputs - Uploaded files |
| 💻 Extensions | - Screenshot of issue - Website used |
| ⌨ Suggestions | - Team space used - Screenshot of issue - Full text snippet |
| 🏗 Style Guide site | - Screenshot of issue - Custom CSS |
| 🌐 API | - Endpoint used - API call - Error response |
| 🖼 Framework & SDK | - Code text - Error response/logs - Uploaded files - SDK version |
| 🦉 Writer Academy | - Screenshot/video of issue - Name of course or lesson |
Contact support
Email us at support@writer.com, or use our ticket form! Enterprise users get a 1-8 business hours first reply (based on issue priority). Starter users get a 24 business hours first reply. Looking forward to working together!
| Priority Level | Description | Response Time |
|---|---|---|
| Blocker | Platform failure or severe degradation: Platform is down and not accessible. | 1 Hour |
| Critical | Partial Platform failure or moderate degradation: Access to Platform is slow, or major feature unavailable. | 2 Hours |
| Major | Limited Platform failure or mild degradation: a small set of Platform features aren't available. | 4 Hours |
| Minor/feature request | Minor Platform impact: minor Platform feature unavailable, usage questions, feature requests. | 8 Hours |