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Getting Help and Support

This guide provides comprehensive information about how to get help, access support resources, and find solutions to your sc.sb questions and issues.

Support Resources Overview​

Self-Service Resources​

Documentation and Guides:

  • Comprehensive platform documentation
  • Step-by-step tutorials and guides
  • Best practices and recommendations
  • Troubleshooting guides and solutions

Knowledge Base:

  • Frequently Asked Questions (FAQ)
  • Common issues and solutions
  • Feature explanations and usage guides
  • Platform updates and announcements

Community Resources:

  • User forums and discussions
  • Community knowledge sharing
  • Peer support and assistance
  • Feature requests and feedback

Professional Support​

Technical Support:

  • Platform-specific technical assistance
  • Service configuration and optimization
  • Performance troubleshooting
  • Integration and customization help

Administrative Support:

  • Access management and permissions
  • User account and group management
  • Security and compliance assistance
  • Organizational setup and configuration

How to Get Help​

Step 1: Self-Service Resources​

Before Contacting Support:

  1. Search Documentation - Look for existing guides and solutions
  2. Check FAQ - Review frequently asked questions
  3. Use Troubleshooting Guide - Follow step-by-step troubleshooting
  4. Search Community Forums - Look for similar issues and solutions

Self-Service Benefits:

  • Immediate access to information
  • 24/7 availability
  • Comprehensive coverage of common issues
  • Learning opportunity for future reference

Step 2: Contact Your Administrator​

For Organization-Specific Issues:

  • Access and permission problems
  • Account setup and configuration
  • Group membership and service access
  • Organizational policy questions

When to Contact Your Administrator:

  • Cannot access the platform
  • Missing services or permissions
  • Account-related issues
  • Policy and compliance questions

Step 3: Platform Support​

For Technical Issues:

  • Platform bugs and errors
  • Service availability problems
  • Performance and optimization issues
  • Integration and customization help

When to Contact Platform Support:

  • Issues persist after trying self-service resources
  • Technical problems not covered in documentation
  • Service outages or widespread issues
  • Feature requests and suggestions

Support Channels​

Built-in Support​

Dashboard Support:

  • Help and documentation links
  • Support contact information
  • Status updates and announcements
  • Quick access to common resources

In-Platform Help:

  • Contextual help and tooltips
  • Guided tours and tutorials
  • Interactive help and assistance
  • Real-time support chat (when available)

External Support Channels​

Email Support:

  • Detailed issue descriptions
  • File attachments and screenshots
  • Formal support ticket system
  • Documentation and follow-up

Phone Support:

  • Immediate assistance for critical issues
  • Complex technical discussions
  • Real-time problem resolution
  • Escalation for urgent matters

Online Support Portal:

  • Support ticket management
  • Knowledge base access
  • Community forums and discussions
  • Status updates and notifications

Preparing for Support​

Information to Gather​

Before Contacting Support:

  • Error Messages - Exact text of any error messages
  • Steps to Reproduce - Detailed steps that led to the issue
  • Browser Information - Browser type, version, and operating system
  • Network Details - Connection type and any network issues
  • Screenshots - Visual evidence of the problem
  • Account Information - Your organization and user details

Additional Information:

  • Timeline - When the issue started and frequency
  • Impact - How the issue affects your work
  • Previous Solutions - What you've already tried
  • Related Issues - Any similar problems you've experienced

Support Request Best Practices​

Writing Effective Support Requests:

  • Clear Subject Line - Descriptive title for your issue
  • Detailed Description - Comprehensive explanation of the problem
  • Step-by-Step Instructions - How to reproduce the issue
  • Expected vs. Actual Behavior - What should happen vs. what does happen
  • Priority Level - How urgent the issue is for your work

Following Up:

  • Provide Additional Information - Respond promptly to support requests
  • Test Solutions - Try suggested solutions and report results
  • Document Resolution - Keep records of how issues were resolved
  • Share Knowledge - Help others with similar issues

Support Levels and Response Times​

Support Tiers​

Basic Support:

  • Self-service resources and documentation
  • Community forums and peer support
  • Standard response times for non-critical issues
  • General platform assistance

Enhanced Support:

  • Priority access to technical support
  • Faster response times for critical issues
  • Dedicated support representative
  • Advanced troubleshooting and optimization

Enterprise Support:

  • Dedicated support team
  • 24/7 support for critical issues
  • Proactive monitoring and assistance
  • Custom solutions and integrations

Response Time Expectations​

Standard Response Times:

  • Critical Issues - 2-4 hours during business hours
  • High Priority - 4-8 hours during business hours
  • Medium Priority - 1-2 business days
  • Low Priority - 3-5 business days

Factors Affecting Response Time:

  • Issue complexity and severity
  • Support tier and service level
  • Time of day and business hours
  • Volume of support requests

Common Support Scenarios​

Account and Access Issues​

Common Problems:

  • Cannot log in to the platform
  • Missing services or permissions
  • Access denied errors
  • Account configuration issues

Support Process:

  1. Verify Credentials - Check username and password
  2. Check Group Membership - Verify Azure AD group membership
  3. Contact Administrator - Reach out to your organization's admin
  4. Escalate to Support - Contact platform support if needed

Service and Performance Issues​

Common Problems:

  • Services not working or responding slowly
  • Connection and network issues
  • Performance and optimization problems
  • Service availability issues

Support Process:

  1. Check Service Status - Review service availability and alerts
  2. Test Connection - Verify network connectivity and settings
  3. Try Troubleshooting - Follow troubleshooting guides
  4. Contact Support - Report persistent issues

Technical and Integration Issues​

Common Problems:

  • Browser compatibility issues
  • API integration problems
  • Custom configuration issues
  • Third-party integration problems

Support Process:

  1. Check Documentation - Review technical documentation
  2. Test Compatibility - Verify browser and system compatibility
  3. Review Configuration - Check settings and configuration
  4. Contact Support - Get technical assistance

Escalation Procedures​

When to Escalate​

Escalate to Higher Support Levels:

  • Issues persist after initial support attempts
  • Critical business impact or security concerns
  • Complex technical problems requiring expertise
  • Service outages affecting multiple users

Escalation Process:

  1. Document the Issue - Provide comprehensive details
  2. Request Escalation - Ask for higher-level support
  3. Provide Justification - Explain why escalation is needed
  4. Follow Up - Monitor progress and provide additional information

Emergency Procedures​

Critical Issues:

  • Security breaches or suspicious activity
  • Widespread service outages
  • Data loss or corruption
  • System-wide performance problems

Emergency Response:

  1. Immediate Action - Take necessary security measures
  2. Contact Support - Use emergency support channels
  3. Document Everything - Record all details and actions
  4. Follow Instructions - Cooperate with incident response

Feedback and Improvement​

Providing Feedback​

Types of Feedback:

  • Feature Requests - Suggestions for new features
  • Improvement Ideas - Ways to enhance existing features
  • User Experience - Feedback on usability and design
  • Documentation - Suggestions for improving guides and help

How to Provide Feedback:

  • Use Feedback Channels - Official feedback and suggestion forms
  • Participate in Surveys - User research and feedback surveys
  • Community Discussions - Share ideas in community forums
  • Direct Contact - Reach out to support with feedback

Contributing to Knowledge​

Ways to Contribute:

  • Share Solutions - Help others with similar issues
  • Document Processes - Create guides and tutorials
  • Participate in Forums - Answer questions and provide assistance
  • Report Issues - Help identify and resolve problems

Support Resources by Topic​

Getting Started​

  • Platform Overview - Understanding sc.sb capabilities
  • Account Setup - Creating and configuring accounts
  • First Steps - Initial platform navigation and usage
  • Basic Configuration - Essential settings and preferences

Service-Specific Help​

  • Storage Services - File storage and database services
  • Cluster Services - High-performance computing clusters
  • Media Services - Media processing and streaming
  • GPU Services - Graphics processing and AI acceleration

Advanced Topics​

  • API Integration - Programmatic access and customization
  • Security Configuration - Advanced security settings
  • Performance Optimization - Maximizing platform performance
  • Compliance and Governance - Meeting regulatory requirements

Next Steps​

Effective use of support resources will help you resolve issues quickly and make the most of the sc.sb platform. Don't hesitate to reach out for help when you need it.