> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digifist.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> How to get help with Galantis — troubleshooting guides, contact methods, response times, and escalation process.

This section covers everything you need when something isn't working as expected — from self-service troubleshooting guides for the most common issues to direct support contact and escalation paths for confirmed bugs or service disruptions.

Start with the troubleshooting guides. Most issues have a documented resolution path that's faster than waiting for a support response. If the guides don't resolve the issue, the gather-context guide explains exactly what to capture from the Galantis dashboard before opening a ticket so support can triage quickly.

## Guides in this section

<CardGroup cols={2}>
  <Card title="Gather context for support" icon="clipboard-list" href="./debugging">
    The five things to capture from the Galantis dashboard before opening a ticket — turns "something is broken" into a same-day fix.
  </Card>

  <Card title="Template Rejection" icon="circle-xmark" href="./troubleshooting/template-rejection">
    Diagnosing and resolving Meta template rejections and paused templates.
  </Card>

  <Card title="Catalog Sync Errors" icon="arrows-rotate" href="./troubleshooting/catalog-sync-errors">
    Resolving FAILED product sync status, image format failures, and Meta Catalog token issues.
  </Card>

  <Card title="Message Delivery" icon="triangle-exclamation" href="./troubleshooting/message-delivery">
    Diagnosing failed message sends — consent errors, missing calling codes, and credit failures.
  </Card>

  <Card title="Widget Not Displaying" icon="eye-slash" href="./troubleshooting/widget-not-displaying">
    Fixing Inbox and Back-in-Stock widgets that are not appearing on your storefront.
  </Card>
</CardGroup>

## Contacting support

Galantis support is available through two channels:

* **In-app support chat** — accessible from the Galantis dashboard. The fastest path for questions and configuration help.
* **Email** — for issues that require file attachments, log exports, or detailed written context.

When contacting support, include:

* Your tenant workspace URL
* The feature and specific action that is failing
* Steps to reproduce the issue
* Any error messages visible in the Galantis interface
* A screenshot of the error and the relevant Galantis screen — see [Gather context](./debugging)

The more context you provide upfront, the faster the issue can be triaged and escalated if needed.

## Response times

| Priority     | Definition                                                     | Target response |
| ------------ | -------------------------------------------------------------- | --------------- |
| **Critical** | Service outage — platform unavailable or all messaging stopped | \< 2 hours      |
| **High**     | Feature broken — a specific feature is non-functional          | \< 8 hours      |
| **Normal**   | Questions, configuration help, non-urgent issues               | \< 24 hours     |

Response time targets apply during standard business hours. Critical issues with confirmed service outage receive escalated attention outside business hours.

## Escalation process

Support requests follow a standard escalation path:

<Steps>
  <Step title="Support agent triage">
    A support agent reviews the reported issue, attempts to reproduce it using the provided context, and determines whether it can be resolved through configuration guidance or requires engineering involvement.
  </Step>

  <Step title="Engineering escalation">
    Confirmed bugs — issues that cannot be resolved through configuration and represent unexpected platform behavior — are escalated to the engineering team with the full reproduction context.
  </Step>

  <Step title="Fix and resolution">
    Engineering determines the appropriate resolution path — hotfix for critical issues, scheduled fix for lower-severity bugs. The merchant is notified of the fix timeline and informed when the resolution is deployed.
  </Step>
</Steps>

## Before contacting support

Run through the relevant troubleshooting guide first — the most common issues have documented resolution paths that don't require a support ticket. If the guide doesn't resolve the issue, gather the context listed in [Gather context for support](./debugging) before reaching out. A support ticket with workspace URL, exact error message, timestamp, and reproduction steps is triaged significantly faster than one without.