# Using support tickets

Click the **?** button bottom-right to open the help panel.

## Three tabs

- **Ask** — open a new ticket. Module, category, priority pre-fill from your current view.
- **My Tickets** — your open and resolved tickets, with threaded replies.
- **Knowledge Base** — quick-start guides per module.

## What gets auto-captured

When you open a ticket from inside a module, we attach:

- Which module/tab you were on.
- Your license tier.
- Viewport size and User-Agent.
- Any recent computation error (if you triggered the **?** after a failure).

This means you don't have to describe your environment. The support team sees the context immediately.

## Priorities and SLA

| Priority | When to use | Target response |
|---|---|---|
| **P1** | Blocking; can't run my workload | 2 hours |
| **P2** | Major regression; workaround exists | 8 hours |
| **P3** | Normal question or feature | 24 hours |
| **P4** | Nice-to-have | Best-effort |

P1 is reserved for outages and blocking issues; misuse can deprioritize future tickets.

## Replies

You'll get an email when support replies. You can reply from inside the panel, or just reply to the email — both threads land on the same ticket.

## What we won't ask for

- Your password (we never need it; admins can issue a reset).
- Your data (we don't read your saved runs without explicit permission).
- Your billing details over email (always done via Stripe).