10. Support

10.1 How do I get help if I run into an issue?

Official support is provided via Zendesk; open a ticket anytime.

Need	Where to go
Open or track a ticket	Zendesk is not a public portal; access it via the Support button in your main workspace in OnePoint (Production)
Escalate an existing ticket past its SLA, or raise urgency	Email [email protected] with `[Escalation]` in the subject
Step-by-step walkthrough of raising a ticket	Submitting a support ticket

When you open a ticket, include the ticket number (ticketNum) and the environment you were calling, so support can find the refund without a round trip.

10.2 Can I track the status of my support requests?

Yes, ticket status, change history, and resolution time are available in Zendesk. Full detail (including what each ticket status means and the SLA per priority) is in the Zendesk guide.

10.3 Are DE algorithms flexible to adjust to my specific operation?

Most likely yes. In case you require a customized feature, open a new feature request in Zendesk.

10.4 Do you offer onsite consultations?

Yes, we offer online and onsite support, you just need to request it via Zendesk.