Help
Support
Use this page as the canonical intake point for account, billing, and operational support requests.
Support playbook
Route each request through the right channel to reduce triage latency and keep incident handling consistent.
- Billing and account: plan changes, access state, trial transitions
- Workflow support: watchlists, decisions, journal, risk console behaviors
- Operational incidents: monitor stalls, delayed notifications, degraded data feeds
Before you open a request
- Review account state in Billing to confirm entitlement context
- Check Status for known incidents before filing duplicates
- Capture the affected symbol, page path, and UTC time window
- Include expected vs observed behavior and any error message text
How fast we respond
- Critical: first response target within 4 business hours
- Standard: first response target within 1 business day
- Plan/admin requests: processed in managed batching windows
Formal SLA and ticket portal rollout are staged with billing integration.
Frequently asked questions
Why can writes be blocked while I still can log in?
Read access remains available for diagnostics, while account state enforcement blocks write actions when the workspace is past due or suspended.
How do I request an upgrade or downgrade?
Use the Billing page request links. Plan changes are currently handled as managed requests during provider rollout.
What helps support resolve data issues faster?
Provide symbol, page, UTC timestamp, and whether the issue affects one user or the full tenant workspace.