.. include:: ../variables.rst

.. _openticket:

Getting Support
===============

|APPNAME| support is available through several channels. Pick the
one that best fits how urgent the issue is and how much of
|APPNAME| you can still reach. Each channel below reaches the same
support team — the difference is how much context travels with
your request and how quickly we can get back to you.

Email
-----

If you cannot reach the |APPNAME| web interface — for example
your sign-in is blocked, or the network is down — send an email
instead:

* **Technical support:** |SUPPORTEMAIL|
* **Sales and quotes:** |SALESEMAIL|
* **General questions:** |INFOEMAIL|
* **Privacy-related questions:** |PRIVACY|
* **Policy questions:** |POLICY|

When emailing support, please include:

* the site code you normally use (``siteid`` in
  ``siteid.cphs.cloud``),
* your |APPNAME| username,
* a short description of the problem,
* approximately when the problem started, and
* any error messages you saw (a screenshot or copy-paste is
  ideal).

Phone
-----

For urgent issues that need a real-time conversation, reach us at
|PHONENUMBER| during Eastern Time business hours. If the office
is closed, leave a voicemail — calls are returned the next
business day.

For production-impacting issues outside business hours, open a
ticket (or email |SUPPORTEMAIL|) with the word **urgent** in the
subject line so it reaches our on-call team.

Self-Service Resources
----------------------

A lot of support questions are answered in the guide you are
reading. The following sections cover the most common topics:

* :ref:`Quick Start Guide<QuickStart>` — first-day orientation.
* :ref:`Accessing clearPath<accessingclearpath>` — signing in,
  site URLs, and the landing page.
* :ref:`Resetting your Password<SettingPassword>` — recover,
  change, or set a fresh password.
* :ref:`Two-Factor Authentication<two.factor>` — enabling,
  using, and recovering from 2FA.
* :ref:`Frequently Asked Questions<hosted>` — the questions we
  hear most often.
* :ref:`Documents<documents>` — printable PDFs, sample reports,
  auditor training materials.
* :ref:`Contact Us<contactus>` — every way to reach the team at
  a glance.

.. note::

   The contents of the support icon and its menu depend on your
   role. Auditors see a simpler ticket form than administrators,
   and some administrator-level diagnostic options are hidden
   from auditor accounts.

.. tip::

   When a problem only happens sometimes, take a short screen
   recording of it happening and attach the video to your ticket.
   An intermittent issue with a clip is usually resolved in one
   round-trip; the same issue described in text can take several
   back-and-forth emails to reproduce.