LiveTroubleshooting
Verified capability suitable for normal customer operations.
Self-service first
- Search this Help hub for the workspace you are in.
- Check ship-status badges — restricted or not-shipped features may explain missing capability.
- Ask your org admin for role changes or connector configuration.
SecurePoint support
After onboarding hardening close, standard support is email-based with one business day response on routine questions and same-day response on operational issues. Premium support adds a named technical contact and scheduled reviews.
What to include in a ticket
- Organization ID (UUID) — never paste party names or screening payloads.
- Transaction, license, or delivery ID involved.
- Timestamp and workspace (e.g., Approvals, Evidence).
- Screenshot of the in-product error state — not raw API JSON.
Related guides
Related workspaces
Extended operator documentation: docs/user-guides/support-escalation-guide.md in the Trade repository (for administrators and implementers).