🛟 Support Portal
Get the help you need to maximize your success with Quome Studio. Our support team is here to ensure your healthcare and FinTech applications meet enterprise standards while accelerating your development by 99%.
🎯 Support Process Overview
📞 Contact Information & SLA
📧 Primary Support Channel
Email: support@quome.site
⏰ Response SLA
- 🔴 Severity 1 (Critical): 0-2 hours with immediate escalation
- 🟡 Severity 2 (High): 0-4 hours
- 🟢 Severity 3 (Moderate): 0-24 hours
- 🔵 Severity 4 (Low): Within business days
🕒 Business Hours
- Monday - Friday: 9:00 AM - 6:00 PM PST
- 🚨 Emergency Support: Available 24/7 for Enterprise customers via PagerDuty
Support Ticket Guidelines
Before Submitting a Ticket
- Check Our Documentation: Review relevant guides and API documentation
- Search FAQ: Many common issues have quick solutions
- Gather Information: Collect error messages, screenshots, and steps to reproduce
What to Include in Your Ticket
Required Information:
- Issue Summary: Clear, descriptive title
- Detailed Description: What you were trying to accomplish
- Steps to Reproduce: Exact sequence that caused the issue
- Expected vs Actual Behavior: What should have happened vs what did happen
- Environment Details: Browser, operating system, organization ID
- Error Messages: Full text of any error messages
- Screenshots: Visual context when relevant
For API Issues:
- Request/Response Examples: Include curl commands and full responses
- Authentication Method: Bearer token, session ID, etc.
- Timestamp: When the issue occurred
- Affected Endpoints: Specific API routes
🎚️ Request Classification & Escalation
🎯 Request Types
⚡ Severity Levels & Response Times
| Severity | Examples | Response Time | Resolution Target |
|---|---|---|---|
| 🔴 Sev 1 Critical | Platform outages, security breaches, data loss | 0-2 hours | <8 hours |
| 🟡 Sev 2 High | Partial outages, deployment failures, auth issues | 0-4 hours | <1 week |
| 🟢 Sev 3 Moderate | Performance issues, minor bugs, moderate requests | 0-24 hours | <3 weeks |
| 🔵 Sev 4 Low | Cosmetic issues, feature requests, routine questions | Within days | <3 months |
🏗️ Escalation Chain
🏢 Enterprise Support Services
👨💼 Dedicated Success Manager
Enterprise customers receive a dedicated Customer Success Manager for:
- 📋 Onboarding Assistance: Guided setup and best practices
- 📊 Strategic Planning: Quarterly business reviews and roadmap alignment
- 🚨 Escalation Management: Direct line for urgent issues via PagerDuty
- 🎓 Training Sessions: Custom workshops for your team
⭐ Premium Support Features
- ⚡ Priority Queue: Faster response times across all channels
- 📞 Phone Support: Direct access to senior support engineers
- 🖥️ Screen Sharing: Real-time troubleshooting sessions
- 🔧 Custom Integrations: Support for specialized deployment scenarios
- 🚨 24/7 Emergency: Critical issue support via PagerDuty escalation
📋 SLA Commitments
| Service Level | Target | Status |
|---|---|---|
| ⏱️ Uptime | 99.9% availability guarantee | 🚧 Q1 2026 |
| 📞 Response Times | Contractual commitments by severity | 🚧 In Development |
| ✅ Resolution Times | Target windows for issue types | 🚧 Planning Phase |
| 🎯 Early Access | Pre-SLA enterprise arrangements | ✅ Available Now |
📚 Self-Service Resources
📖 Documentation Hub
- 🚀 Getting Started Guide: Begin your Quome Studio journey with visual workflows
- 🌐 Interactive API Docs: Live API testing and examples (opens in new tab)
- 🔒 Security Architecture: Enterprise security features and compliance frameworks
- 📦 Deployment Guides: Application deployment options
- ❓ FAQ & Troubleshooting: Quick solutions with decision trees
🎥 Video Tutorials
- 📺 Quome Studio Basics: Getting started with AI-powered development
- 🔗 GitHub Integration: Setting up version control and collaboration
- ⚡ Advanced Features: Power user workflows and enterprise features
🔧 Monitoring & Status
System Status: Monitor platform health and scheduled maintenance
Support Metrics: Track response times and resolution progress
Community Forum: Connect with other Quome Studio users (Coming Soon)
🚀 Getting Started with Support
✅ New User Checklist
- 📧 Bookmark Support Email: support@quome.site
- 📖 Review Documentation: Browse our comprehensive guides
- 🎯 Understand Severity Levels: Know when to escalate issues
- 🔑 Set Up Monitoring: Configure alerts for your applications
⭐ Enterprise Customer Onboarding
- 👨💼 Meet Your Success Manager: Schedule initial strategy session
- 📞 PagerDuty Setup: Configure emergency escalation channels
- 📋 SLA Review: Understand contractual support commitments
- 🎓 Team Training: Book custom workshops for your organization
Need immediate assistance? Email us at support@quome.site with your question or issue. Our support team follows our comprehensive escalation framework to ensure rapid response and resolution!