Support And Escalation
What you can do here
- Report a bug or broken feature
- Get help with an issue you can't resolve on your own
- Escalate an unresolved or time-sensitive problem
- Request access, configuration changes, or new capabilities
Before you contact support
Save yourself (and the support team) time:
- Check the troubleshooting section on the relevant feature page first:
- Collect the details listed in What to include below
- Try once more — refresh the page, switch browsers, or wait 5 minutes
Still stuck? Keep reading.
Step-by-step: How to get help
- Email gss.sr@xceedance.com with a clear subject line
- Describe what happened and what you expected
- Attach a screenshot if you can
- Wait for a confirmation reply
That's it. The support team handles the rest.
What to include in every request
The more you include upfront, the faster the fix. Copy this checklist:
| Item | Example |
|---|---|
| Your name and email | jane.doe@company.com |
| What you were doing | "Uploading a 15 MB PDF in Document Analysis" |
| What happened | "Error message: 'File processing failed'" |
| What you expected | "The document should have been indexed for Q&A" |
| When it happened | "2026-03-16, approximately 2:15 PM EST" |
| Browser and device | "Chrome 124, Windows 11 laptop" |
| Screenshot or error text | (attach image or paste exact error) |
| Steps you already tried | "Refreshed page, tried a smaller file, tried a different browser" |
Tip: Copy-paste the exact error message. "It said something about a timeout" is harder to diagnose than the actual text.