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Support Center

Get help when you need it. Axie Studio offers different support levels based on your plan.

Overview​

The Support Center is your hub for:

  • Email Support: Send support requests
  • Phone Support: Call us (Enterprise only)
  • Support Tickets: Track your requests
  • Documentation: Self- service help
  • Community: Connect with other users

Accessing Support​

Step 1: Navigate to Support​

  1. Go to Dashboard Support Center
  2. Or click "Support Center" in the top bar
  3. You'll see the Support dashboard

What You'll See​

  • Support Options: Available support methods
  • Your Tickets: List of your support requests
  • Response Times: Expected response times for your plan
  • Contact Form: Submit a new support request

Support Center

Support by Plan​

Free Plan Support​

Available:

  • Email support
  • Community forum
  • Documentation
  • Response time: 72 hours

Best For:

  • General questions
  • Documentation help
  • Community assistance

Pro Plan Support​

Available:

  • Priority email support
  • Faster response times
  • Technical assistance
  • Integration help
  • Response time: 24- 48 hours

Best For:

  • Technical issues
  • Integration questions
  • Feature requests

Enterprise Plan Support​

Available:

  • Priority email support
  • Phone support
  • Dedicated account manager
  • Custom integrations
  • SLA guarantees
  • Emergency support
  • Response time: 2- 8 hours

Best For:

  • Critical issues
  • Complex integrations
  • Enterprise needs

Creating a Support Ticket​

Step 1: Fill Out the Form​

  1. Go to Support Center
  2. Click "Create Support Ticket" or "Contact Support"
  3. Fill in the form:
  • Subject: Brief description of your issue
  • Priority: Low, Medium, High, or Urgent
  • Category: Technical, Billing, Feature Request, etc.
  • Message: Detailed description of your issue

Create Support Ticket

Step 2: Add Details​

Include:

  • What you were trying to do
  • What happened (or didn't happen)
  • Error messages (if any)
  • Steps to reproduce
  • Screenshots (if helpful)

Step 3: Submit​

  1. Review your request
  2. Click "Submit"
  3. You'll receive a confirmation email
  4. Ticket is created and tracked

Tracking Your Tickets​

View All Tickets​

In the Support Center, you'll see:

  • Ticket ID: Unique identifier
  • Subject: What the ticket is about
  • Status: Open, In Progress, Resolved, Closed
  • Priority: Low, Medium, High, Urgent
  • Created: When you submitted it
  • Last Updated: Last activity

Ticket Statuses​

  • Open: Ticket received, waiting for response
  • In Progress: Support team is working on it
  • Resolved: Issue fixed, waiting for your confirmation
  • Closed: Ticket completed

View Ticket Details​

  1. Click on any ticket
  2. See full conversation
  3. Add replies
  4. Attach files
  5. Update priority

Support Features​

Email Support​

How It Works:

  1. Submit a ticket via the form
  2. Receive email confirmation
  3. Support team responds via email
  4. Reply to continue conversation

Best For:

  • Non- urgent issues
  • Detailed questions
  • Documentation requests

Phone Support (Enterprise Only)​

How It Works:

  1. Request phone call in support ticket
  2. Provide your phone number
  3. Support team calls you
  4. Resolve issue over the phone

Best For:

  • Urgent issues
  • Complex problems
  • Quick resolutions

Response Times​

  • Free: 72 hours
  • Pro: 24- 48 hours
  • Enterprise: 2- 8 hours (SLA guaranteed)

Common Support Topics​

Technical Issues​

Examples:

  • Chat interface not working
  • API errors
  • Integration problems
  • Configuration issues

What to Include:

  • Error messages
  • Steps to reproduce
  • Screenshots
  • Browser/device info

Billing Questions​

Examples:

  • Payment issues
  • Subscription changes
  • Invoice questions
  • Refund requests

What to Include:

  • Invoice numbers
  • Payment method
  • Transaction dates

Feature Requests​

Examples:

  • New features
  • Improvements
  • Integrations

What to Include:

  • Use case
  • Why it's needed
  • How it would help

Best Practices​

Be Specific​

  • Clear subject line
  • Detailed description
  • Include relevant information
  • Attach screenshots if helpful

Be Patient​

  • Response times vary by plan
  • Support team works through tickets
  • Urgent issues get priority

Follow Up​

  • Reply to support responses
  • Provide additional info if asked
  • Confirm when issue is resolved

Check Documentation First​

  • Many questions answered in docs
  • Faster than waiting for support
  • Learn while you wait

Getting Help Faster​

1. Check Documentation​

  • Search our documentation
  • Read step- by- step guides
  • Check troubleshooting sections

2. Search Existing Tickets​

  • Your previous tickets
  • Common solutions
  • Similar issues

3. Community Forum​

  • Ask other users
  • Share solutions
  • Learn from others

4. Contact Support​

  • When documentation doesn't help
  • For account- specific issues
  • For technical problems

Enterprise Support​

Dedicated Account Manager​

Enterprise customers get:

  • Personal contact
  • Proactive check- ins
  • Custom solutions
  • Priority handling

SLA Guarantees​

Enterprise includes:

  • Response time guarantees
  • Resolution time commitments
  • Uptime guarantees
  • Performance SLAs

Emergency Support​

For critical issues:

  • 24/7 availability
  • Immediate response
  • Escalation process
  • Direct contact

Next Steps​

  • Read Documentation
  • [Create Chat Interface ](/docs/chat- interface/intro)
  • [Manage API Keys ](/docs/api- keys/intro)

Need help? Go to Dashboard Support Center Create Support Ticket!