## **🤝 We Hear You — And We Want to Help**

If you've ever felt ignored, hit a dead end, or walked away from a support interaction without a real answer, we sincerely apologize. Every concern you raise matters to us, and no customer should feel unheard. This article explains exactly how our support process works, how to escalate when needed, and what to do if something goes wrong along the way.



## **⚠️ Known Issues That May Have Affected Your Experience**

We've recently identified and resolved several platform issues that may have caused frustration for some customers:

- **Support ticket button not working:** A bug caused the in-platform support button to fail silently, meaning some requests were never submitted.
- **Broken tutorial links:** Certain help articles and tutorial links were temporarily inaccessible from the support desk.
- **AI agent giving incorrect guidance:** In some cases, our AI assistant provided inaccurate information about support processes or refund eligibility. This has been corrected.
- **AI agent offering to create tickets it couldn't submit:** The AI indicated it would open a support ticket on your behalf, but this was not functioning as expected.

If any of these issues affected you, your experience was not a reflection of how support is supposed to work — and we appreciate your patience while these were resolved.



## **✅ How to Get Support That Actually Works**

The fastest and most reliable way to reach our team is through the **live chat widget** located in the **bottom-right corner** of the Search Atlas platform. Here's how to use it effectively:

1. Log in to your Search Atlas account.
2. Look for the chat icon in the **bottom-right corner** of the screen.
3. Click the icon to open the chat widget.
4. Type your question or describe your issue clearly.
5. If the AI assistant's response doesn't resolve your concern, type **human teammate** to be connected with a member of our support team.

Our human team members can investigate your account, review past interactions, and take ownership of your issue until it's fully resolved.



## **📋 Tips for Getting a Faster Resolution**

To help our team assist you as quickly as possible, include the following details when you reach out:

- A clear description of the problem or question you have
- The feature or tool you were using when the issue occurred
- Any error messages or unexpected behavior you noticed
- Screenshots if available — these help us diagnose issues faster
- Whether this is a recurring problem or something that just started

The more context you provide upfront, the faster we can get to a resolution without back-and-forth delays.



## **🔁 What to Do If You've Already Had a Bad Experience**

If a previous support interaction left you feeling dismissed or without answers, please don't give up. We want the opportunity to make it right. Here's what to do:

1. Open the chat widget in the bottom-right corner of the platform.
2. Let the team know you had a previous unresolved issue and want to follow up.
3. Type **human teammate** to connect directly with a person who can review your history and prioritize your case.

You do not need to start from scratch. Our team can look up previous conversations and pick up where things left off.



## **💡 A Note on Our AI Assistant**

Search Atlas uses an AI assistant to help answer common questions quickly. While it handles many requests well, it is not a replacement for human support — especially for billing questions, account issues, or anything requiring account-level investigation. If the AI's response doesn't fully address your concern, always feel free to request a human. There is no penalty or delay for doing so.



## **🛠️ Still Need Help?**

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.