Help & Support

Get the assistance you need to make the most of your Trust Center. From quick answers to comprehensive support, we're here to help you succeed with compliance automation and customer trust.

Quick Help

Most Common Questions

Support Channels

Self-Service Resources

📚 Documentation

• User Guide - Complete feature documentation
• API Reference - Technical implementation details
• Integration Examples - Code samples and tutorials

🔍 Search Knowledge Base Use the search function above to find specific answers across all documentation. Our knowledge base covers setup, troubleshooting, and best practices.

📖 Video Tutorials (Coming Soon) Step-by-step video guides for common tasks and advanced features.

Community Support

💬 Community Forum (Coming Soon) Connect with other Trust Center users, share best practices, and get peer-to-peer support.

🐙 GitHub Discussions Technical discussions and feature requests: GitHub Repository

Direct Support

Support Tiers

Free Plan Support

📧 Email Support

• Response time: 48-72 hours
• Coverage: Basic setup and documentation questions
• Channels: Email and community forum

📖 Self-Service

• Complete documentation access
• Community forum support
• Knowledge base and tutorials

Pro Plan Support

⚡ Priority Support

• Response time: 12-24 hours
• Coverage: Advanced features and integrations
• Channels: Email, live chat, and phone

🛠️ Technical Assistance

• Integration setup support
• Custom configuration guidance
• Migration assistance from other tools

📞 Phone Support

• Direct phone line during business hours
• Screen-sharing troubleshooting sessions
• Emergency escalation for critical issues

Enterprise Support

🚀 Premium Support

• Response time: 2-4 hours
• Coverage: All features, custom integrations, and strategic guidance
• Channels: Dedicated support manager, email, chat, and phone

👨‍💼 Dedicated Success Manager

• Personal point of contact
• Regular check-ins and optimization reviews
• Custom training for your team

🏢 Enterprise Services

• On-site support and training
• Custom integration development
• Priority feature requests
• Service Level Agreement (SLA) guarantees

Contact Information

General Support

Email: support@orbiq.com Response Time: 24-48 hours (Free), 12-24 hours (Pro), 2-4 hours (Enterprise)

Technical Support

Email: tech@orbiq.com Specializes In: API issues, integrations, custom development

Sales & Billing

Email: sales@orbiq.com For: Plan upgrades, billing questions, enterprise sales

Security & Compliance

Email: security@orbiq.com For: Security incidents, compliance questions, data privacy

Emergency Support

Enterprise Customers Only Phone: +49 (0) 30 1234 5678 Available: 24/7 for critical production issues

Support Hours

Standard Support

• Monday - Friday: 9:00 AM - 6:00 PM CET
• Saturday: 10:00 AM - 2:00 PM CET (Pro/Enterprise only)
• Sunday: Closed (Emergency support available for Enterprise)

Holiday Schedule

Support hours may vary during European holidays. Check our status page for current availability.

Getting Better Support

Before You Contact Us

🔍 Check Documentation Search our comprehensive guides first - most questions are answered in our documentation.

📝 Gather Information When contacting support, please include:

• Your account email address
• Steps to reproduce the issue
• Screenshots or error messages
• Browser and operating system details
• What you expected to happen vs. what actually happened

🚨 Classify Your Issue

• Critical: System down, security incident, data loss
• High: Feature not working, blocking issue
• Medium: General questions, minor bugs
• Low: Feature requests, general guidance

Escalation Process

1. Initial Contact: Email or chat support
2. Follow-up: If no response within SLA, reply to your ticket
3. Escalation: Contact your account manager (Pro/Enterprise)
4. Management: escalation@orbiq.com for unresolved critical issues

Troubleshooting Resources

Common Issues

System Status

🟢 All Systems Operational

Check our real-time system status: status.orbiq.com

Subscribe to status updates for:

• Planned maintenance notifications
• Service incident alerts
• Performance updates
• Feature release announcements

Training & Resources

Getting Started

🎯 Quick Start Guide Get up and running in 30 minutes with our step-by-step setup guide: Getting Started

📋 Setup Checklist Ensure you've completed all essential configuration steps for your Trust Center.

Advanced Training

🎓 Admin Training (Pro/Enterprise) Comprehensive training for administrators covering:

• User management and permissions
• Advanced integrations setup
• Brand customization
• Analytics and reporting

👥 Team Training (Enterprise) On-site or virtual training sessions for your entire team.

Best Practices

📖 Implementation Guide Learn from successful Trust Center implementations with real-world examples and case studies.

🔒 Security Best Practices Comprehensive guide to securing your Trust Center and maintaining compliance.

Feature Requests & Feedback

Submit Feature Requests

📧 Email: features@orbiq.com 📋 Requirements: Please include use case, expected behavior, and business impact

Product Feedback

We value your feedback! Let us know how we can improve:

• User Experience: Interface improvements and usability
• Feature Enhancements: Suggestions for existing features
• Integration Requests: New tools you'd like to connect
• Documentation: Areas where guides could be clearer

Roadmap Participation

Pro and Enterprise customers can participate in:

• Quarterly roadmap reviews
• Beta feature testing
• Product advisory sessions
• Early access to new features

Regional Support

Europe (Primary)

• Location: Berlin, Germany
• Languages: English, German, French
• Hours: 9:00 AM - 6:00 PM CET

North America

• Location: Remote team
• Languages: English
• Hours: 9:00 AM - 5:00 PM EST

Asia-Pacific (Coming Soon)

• Location: Singapore
• Languages: English
• Hours: 9:00 AM - 6:00 PM SGT

Privacy & Data Protection

Support Data Handling

When you contact support, we may collect:

• Account information and usage data
• Error logs and diagnostic information
• Communication records for quality assurance

Data Retention: Support tickets are retained for 2 years for quality and training purposes.

Privacy Policy: View our complete privacy policy

Secure Communication

For sensitive information, use our secure support portal (Enterprise customers) or encrypt emails containing:

• API keys or credentials
• Personal data or customer information
• Security-related details

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Still need help? Contact us at support@orbiq.com or use the chat widget in the bottom-right corner of your admin interface.