Solatis Documentation

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Contact Support ​

Support Channels ​

Email Support ​

General Support: support@solatis.team

  • Response Time: < 24 hours
  • Best For: Detailed technical issues, feature requests, general inquiries
  • Include: Account email, error details, screenshots

Security Issues: security@solatis.team

  • Response Time: < 2 hours
  • Best For: Security concerns, data breaches, unauthorized access
  • Priority: Immediate escalation

Billing Questions: billing@solatis.team

  • Response Time: < 24 hours (business hours)
  • Best For: Invoices, payment issues, subscription changes
  • Include: Account email, invoice number (if applicable)

In-App Chat ​

Access: Click "?" icon → "Chat with Support"

  • Response Time: < 4 hours (business hours: 9 AM - 6 PM ET, Mon-Fri)
  • Best For: Quick questions, navigation help, basic troubleshooting
  • Live Chat: Available for Pro and Enterprise plans

Phone Support (Enterprise Only) ​

Hours: 9 AM - 6 PM ET, Monday-Friday

  • Number: Provided to Enterprise customers
  • Best For: Urgent issues, complex technical problems
  • Callback: Available for critical issues

Response Times by Plan ​

Free:

  • Email: 48-72 hours
  • Community forum: Community-driven

Standard:

  • Email: 24-48 hours
  • In-app chat: 8 hours

Pro:

  • Email: 12-24 hours
  • In-app chat: 4 hours
  • Priority queue

Enterprise:

  • Email: 4-8 hours
  • In-app chat: 1-2 hours
  • Phone: Immediate
  • Dedicated support manager

What to Include in Support Requests ​

Essential Information ​

1. Account Details

Email: your@email.com
Organization: Company Name
Plan: Standard/Pro/Enterprise

2. Problem Description

Issue: Brief description
Started: When it began
Frequency: Always/Sometimes/Intermittent
Impact: How it affects your work

3. Steps to Reproduce

1. Go to Documents page
2. Click "Upload"
3. Select file larger than 50MB
4. Error appears: "Upload failed"

4. Error Messages

  • Exact error text
  • Error codes (if shown)
  • Screenshot of error
  • Browser console errors (F12)

5. Environment

Browser: Chrome 119.0
OS: Windows 11
Device: Desktop
Network: Office WiFi

For Specific Issues ​

Upload/Processing Problems:

  • File name and type
  • File size
  • Document ID (if available)
  • Processing status
  • Upload timestamp

Integration Issues:

  • Integration type (Google, Slack, Jira)
  • Error messages
  • Last successful sync
  • Integration logs (if available)
  • External system status

Account/Billing:

  • Transaction ID
  • Invoice number
  • Payment method (last 4 digits)
  • Billing email
  • Date of transaction

Before Contacting Support ​

Try These First ​

1. Check Status Page

2. Search Documentation

3. Community Forum

  • Search similar questions
  • Browse solutions
  • Ask community
  • Share experiences

4. Basic Troubleshooting

  • Refresh browser (Ctrl+F5)
  • Clear cache
  • Try incognito mode
  • Different browser
  • Check internet connection

Self-Service Options ​

Knowledge Base

  • Comprehensive guides
  • Video tutorials
  • Step-by-step instructions
  • Best practices

Video Tutorials

  • YouTube channel
  • Feature walkthroughs
  • Common workflows
  • Tips and tricks

API Documentation

  • Developer guides
  • API reference
  • Code examples
  • Integration guides

Priority Levels ​

Critical (P1) ​

Examples:

  • Platform completely down
  • Data loss or corruption
  • Security breach
  • Cannot access account

Response:

  • Enterprise: < 1 hour
  • Pro: < 4 hours
  • Standard: < 8 hours

Resolution Target:

  • Enterprise: < 4 hours
  • Pro: < 24 hours
  • Standard: < 48 hours

High (P2) ​

Examples:

  • Feature not working
  • Integration broken
  • Performance significantly degraded
  • Multiple users affected

Response:

  • Enterprise: < 4 hours
  • Pro: < 8 hours
  • Standard: < 24 hours

Medium (P3) ​

Examples:

  • Minor feature issues
  • Workaround available
  • Single user affected
  • Non-blocking problems

Response:

  • All plans: < 48 hours

Low (P4) ​

Examples:

  • Feature requests
  • General questions
  • Enhancement suggestions
  • Documentation feedback

Response:

  • All plans: < 5 business days

Escalation Process ​

When to Escalate ​

Escalate if:

  • No response within SLA time
  • Issue not resolved after multiple contacts
  • Critical business impact
  • Need management attention

How to Escalate:

  1. Reply to existing ticket: "Requesting escalation"
  2. Include: Business impact, urgency, previous ticket numbers
  3. For Enterprise: Contact your support manager directly
  4. For critical issues: Email critical@solatis.team

Escalation Path ​

Level 1: Support Agent
  ↓ (if unresolved in 24h or complex)
Level 2: Senior Support Engineer
  ↓ (if unresolved or critical)
Level 3: Support Manager
  ↓ (if business-critical)
Level 4: Engineering Team

Support Best Practices ​

For Faster Resolution ​

Do:

  • ✅ Provide complete information upfront
  • ✅ Include screenshots and error messages
  • ✅ Be specific about the problem
  • ✅ Test suggested solutions
  • ✅ Follow up with results
  • ✅ Keep ticket ID for reference

Don't:

  • ❌ Open multiple tickets for same issue
  • ❌ Be vague about the problem
  • ❌ Skip troubleshooting steps
  • ❌ Provide incorrect information
  • ❌ Ignore support team questions
  • ❌ Mark everything as "critical"

Communication Tips ​

Be Clear:

❌ "It's not working"
✅ "When I click 'Upload' in the Documents page, I get error 'File size exceeds limit' even though the file is only 10MB"

Be Specific:

❌ "Happened yesterday"
✅ "Started on October 11, 2024 at approximately 2:30 PM ET"

Be Complete:

❌ "Error occurred"
✅ "Error message: 'Unable to process document' (screenshot attached). Tried on Chrome and Firefox, same result. File: report.pdf, 15MB"

Additional Resources ​

Training & Onboarding ​

Team Training:

  • Custom training sessions (Enterprise)
  • Group onboarding calls
  • Best practices workshops
  • Feature deep-dives

Request Training:

  • Email training@solatis.team
  • Include team size and topics of interest
  • Available for Pro and Enterprise

Professional Services ​

Implementation Support:

  • Custom integration development
  • Data migration assistance
  • Workflow optimization
  • Architecture consulting

Success Management (Enterprise):

  • Dedicated success manager
  • Quarterly business reviews
  • Strategic planning
  • ROI analysis
  • Feature adoption guidance

Community Resources ​

Community Forum: community.solatis.com

  • Ask questions
  • Share solutions
  • Feature discussions
  • Best practices
  • User groups

Social Media:

Feedback & Feature Requests ​

Submit Feedback ​

Feature Requests:

  • Email: feedback@solatis.team
  • Include: Use case, benefit, priority
  • Vote on existing requests
  • Check roadmap regularly

Bug Reports:

  • Use "Report Bug" in app
  • Email: bugs@solatis.team
  • Include reproduction steps
  • Severity assessment

General Feedback:

  • In-app feedback form
  • Email: feedback@solatis.team
  • Regular user surveys
  • Product reviews

Product Roadmap ​

View Roadmap:

Influence Development:

  • Feature voting
  • Beta program participation
  • Customer advisory board (Enterprise)
  • Regular feedback sessions

Emergency Contacts ​

Critical Issues Only ​

Data Loss: critical@solatis.team

  • Immediate response
  • Engineering escalation
  • Data recovery team

Security Incident: security@solatis.team

  • 24/7 monitoring
  • Security team notification
  • Incident response protocol

Platform Outage: status@solatis.team

  • Real-time status updates
  • Incident communication
  • ETA and updates

After-Hours Support ​

Enterprise Customers:

  • Emergency hotline (provided separately)
  • 24/7 critical issue support
  • Escalation procedures

All Other Plans:

  • Email critical issues to critical@solatis.team
  • On-call team reviews within 2 hours
  • Emergency response for severity 1 issues

Support Satisfaction ​

Help Us Improve ​

After Resolution:

  • Rate your support experience
  • Provide feedback
  • Share what worked
  • Suggest improvements

We Track:

  • Response times
  • Resolution times
  • Customer satisfaction
  • First contact resolution
  • Support quality

Continuous Improvement:

  • Regular training
  • Process optimization
  • Knowledge base updates
  • Tool enhancements

Next Steps ​

Support Hours: Monday-Friday, 9 AM - 6 PM ET (Email 24/7)

Average Response Time: < 24 hours

Customer Satisfaction: 4.8/5.0 ⭐

Last Updated: October 11, 2025

Released under the MIT License.

Copyright © 2026 Solatis