Start support
Tell us the plan, workspace name, and first task you want to run.
Use assisted setupCustomer support
Support for task and agent work.
buildr-plannr routes product help, billing questions, account recovery, legal requests, security incidents, and enterprise escalations through one severity-driven workflow.
Signup support first decision
Keep setup moving without forcing checkout.
Support should help a buyer start safely, avoid secrets, and know exactly what proof reopens self-serve signup.
Keep working
Use the app as a task tracker while self-serve checkout is paused.
Open quickstartDo not send
No passwords, tokens, AWS keys, card data, private code, or customer data.
Read privacyReopen signup
Self-serve returns after deployed signup and provider smoke proof is clean.
Open checksSignup help
Self-serve signup is paused until production signup proof is clean.
If you arrived here from Get signup help, use assisted setup while the guarded signup build, deployment provenance, safe auth health, and provider signup smoke are being verified. Do not send passwords, tokens, AWS keys, card data, private code, or customer data.
If signup shows “request signature does not match” or Secret Access Key text, treat it as our provider smoke blocker. Do not retry checkout or send AWS credentials.
What to send support
Send enough context to create the workspace and first task. Keep secrets, payment data, private code, and customer data out of the request.
Plan and workspace
Send: Plan you want, workspace name, company email, and team size.
Avoid: Do not send card numbers, passwords, or billing secrets.
First task
Send: The first task title, desired view, owner, and expected date or blocker.
Avoid: Do not send private code, customer data, or confidential files.
Agent scope
Send: Whether agents will touch code, data, environments, customers, or only read tasks.
Avoid: Do not send tokens, API keys, AWS keys, or repository credentials.
Signup error
Send: The page URL, approximate time, and safe error label such as request signature does not match.
Avoid: Do not send AWS keys, access tokens, cookies, headers, or screenshots that show secrets.
Safe contact
Send: Who should receive the assisted setup follow-up and billing handoff.
Avoid: Do not send personal documents or sensitive support screenshots.
Explain the pause
Self-serve signup is paused while production signup proof and safe auth health are not clean.
Tell the buyer they can still ask for assisted setup, but payment and self-serve signup wait for clean production signup proof and safe auth health.
Proof to reopen: Production health exposes deployment provenance, authRuntime.status=safe, and signup guards return safe responses.
Capture fit without secrets
Share company email, intended plan, team size, and whether agents will touch code, data, environments, or customers.
Create a privacy-safe support issue with plan intent, customer impact, workspace need, and follow-up owner.
Proof to reopen: Support issue contains no passwords, AWS keys, tokens, private repo content, or customer data.
Reopen self-serve only after proof
We will send the normal signup path after the guarded auth build and provider signup smoke pass.
Wait for retained post-apply signup smoke, provider smoke, and deployment provenance before sending signup links.
Proof to reopen: Provider smoke contains no AWS signature, Secret Access Key, security-token, or signing-method text.
Customer support workflow
One support path from app settings, billing, legal, docs, and enterprise handoff.
Signup help
Assisted setup when self-serve signup or paid checkout is paused by launch proof.
/support?intent=signup
App settings support
Authenticated workspace owners can find the support path, severity model, and escalation expectations from settings.
/app/settings
Billing support
Billing admins can reach refund, invoice, cancellation, checkout, portal, and downgrade recovery guidance.
/support?intent=billing
Billing and plan limitsLegal support
Legal and privacy pages route questions about terms, DPA, subprocessors, privacy, and data requests.
/support?intent=legal
Documentation support
README and product docs point readers to the canonical customer support workflow.
/support?intent=docs
Enterprise support
Enterprise customers are routed through success, security, billing, legal, and dedicated support ownership.
/support?intent=enterprise
Severity model
Triage starts with customer impact and agent risk.
S0
In ProgressPossible data exposure, auth bypass, destructive billing behavior, production-wide outage, or unsafe agent action affecting customer data.
- First response
- Same day, immediately when reachable
- Owner
- Security, platform, or billing owner
S1
In ProgressWorkspace owner cannot access the app, checkout is blocked, an enterprise launch blocker is active, or agent execution is blocked without workaround.
- First response
- One business day
- Owner
- Product, auth, billing, or customer success owner
S2
TodoWorkflow friction, billing question, refund review, confusing copy, unclear evidence, or support request with a workaround.
- First response
- Two business days
- Owner
- Support or customer success owner
S3
BacklogEnhancement idea, future enterprise discovery, documentation suggestion, or non-blocking product question.
- First response
- Next customer review or backlog grooming
- Owner
- Product or docs owner
Operating flow
Intake, triage, escalation, recovery, and handoff stay visible in Linear.
intake
Support intake
Capture every customer request through a known support path without collecting secrets, raw tokens, or unnecessary workspace content.
triage
Triage and severity
Classify the request by customer impact, agent risk, billing risk, account access risk, and enterprise commitments.
response
Response targets
Keep customer communication tied to severity, business impact, and accountable next steps.
ownership
Owner routing and escalation
Route the issue to the accountable product, engineering, billing, security, legal, or customer success owner.
recovery
Refunds and account recovery
Handle refunds, billing corrections, account recovery, and lockout requests without weakening security or losing workspace data.
enterprise
Enterprise handling
Route enterprise customers through named success, security, billing, legal, and escalation owners.
resolution
Resolution and handoff
Close requests with evidence, customer-visible outcome, follow-up issues, and reusable support learning.
Response templates
Common support responses ask for impact, not secrets.
Request acknowledgement
Any new support request has been accepted and assigned severity.
Required: severity, owner, next update target
Billing, refund, and cancellation review
A customer asks about invoices, checkout, refunds, credits, cancellation, or downgrade recovery.
Required: workspace role, invoice or subscription reference, requested outcome
Account recovery
A workspace owner, admin, or user cannot sign in or needs account recovery.
Required: workspace, requester role, approved recovery route
Enterprise escalation
The request involves SSO, procurement, legal review, custom limits, security review, or dedicated support.
Required: customer owner, internal owner, deadline or launch impact
Incident update
A possible S0 or broad-impact S1 requires repeated customer updates.
Required: affected surface, current status, next update time
Agent workflow clarification
A customer asks why an issue is not agent-ready or why execution paused.
Required: task contract, missing context or approval, required evidence