# 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](https://help.figma.com/hc/en-us/articles/22380853110551-Clear-the-Figma-desktop-app-cachehttps://help.figma.com/hc/en-us/articles/22380853110551-Clear-the-Figma-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<br>- Screenshot of login error |
| 🔑 SSO/SCIM | - Impacted user emails<br>- Screenshot of error, or logs from SSO provider |
| 💬 Ask WRITER/Knowledge Graph | - Session url<br>- Screenshot of error, or specific details on what went wrong<br>- The exact inputs & outputs<br>- Uploaded files |
| 🤖 AI Studio & Agents | - Agent url<br>- Screenshot of error<br>- The exact inputs & outputs<br>- Uploaded files |
| 💻 Extensions | - Screenshot of issue<br>- Website used |
| ⌨ Suggestions | - Team space used<br>- Screenshot of issue<br>- Full text snippet |
| 🏗 Style Guide site | - Screenshot of issue<br>- Custom CSS |
| 🌐 API | - Endpoint used<br>- API call<br>- Error response |
| 🖼 Framework & SDK | - Code text<br>- Error response/logs<br>- Uploaded files<br>- SDK version |
| 🦉 Writer Academy | - Screenshot/video of issue<br>- Name of course or lesson |

## Contact support

Email us at [support@writer.com](mailto:support@writer.com), or use ‌our [ticket form](https://portal.usepylon.com/writer/forms/submit-ticket)! **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 |