# **🔍 Overview**

If you're experiencing a technical issue that standard support hasn't resolved — such as crawl failures, account configuration problems, or platform errors — you can request escalation to our technical team. To ensure the fastest resolution, it helps to clearly describe the problem before escalating. This article walks you through exactly how to do that.

# **📋 Before You Escalate: Gather the Right Information**

Our technical team can investigate and resolve issues much faster when they have the right details upfront. Before reaching out, take a moment to collect the following:

- **What you were trying to do:** Describe the action you were taking — for example, running a site crawl, setting up OTTO SEO automation, or accessing a report.
- **What happened instead:** Describe the error or unexpected behaviour you encountered. Include any error messages exactly as they appeared.
- **When it started:** Note the date and approximate time the issue first occurred.
- **How often it happens:** Is this a one-time issue or does it happen consistently?
- **Steps to reproduce:** If you can repeat the issue, list the steps you take to trigger it.
- **Screenshots or screen recordings:** Visual evidence helps the technical team identify the root cause quickly.
- **Affected URLs or accounts:** If the issue is tied to a specific domain, subaccount, or workspace, include those details.

# **🚀 How to Request a Technical Escalation**

1. Open the **live chat widget** in the bottom-right corner of the Search Atlas platform.
2. Briefly describe your issue in the chat so our support team understands the context.
3. Type **human teammate** to be connected with a member of our team.
4. Share the information you gathered in the section above. The more detail you provide, the faster our technical team can investigate.
5. Our team will assess the issue and escalate it internally if specialist involvement is needed. You will be kept informed of progress.

# **💡 Tips for a Faster Resolution**

- **Be specific:** Vague requests like "something isn't working" slow down diagnosis. Describe the exact feature or page where the problem occurs.
- **One issue at a time:** If you have multiple problems, report them separately so each one gets proper attention.
- **Stay available:** Our team may need follow-up information. Responding promptly keeps your case moving forward.
- **Check your plan and permissions:** Some features are tier-specific. If a feature seems missing, confirm it is included in your current subscription before escalating.

# **⚙️ Common Technical Issues and Where to Find Them**

If your issue relates to one of the areas below, here is where to navigate in the platform so you can provide accurate details to support:

- **OTTO SEO automation errors:** Left sidebar → **OTTO SEO** → **SEO Automation** (URL: `/seo-automation-v3`). Note which step or setting is causing the problem.
- **Crawl failures:** Check the crawl log for the affected project and note any error codes or status messages displayed.
- **Account or subaccount issues:** Note the affected account name, email, and any actions recently taken such as plan changes or user additions.

# **⏱️ What to Expect After Escalation**

Once your request is escalated, here is what typically happens:

- A support team member reviews your case and gathers any additional information needed.
- If specialist involvement is required, your case is escalated to the technical team with all context included.
- You will receive updates through the chat as the investigation progresses.
- Complex issues — such as platform-level bugs or infrastructure problems — may take additional time, but you will always be kept informed.

# **💬 Need Help Right Now?**

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.