> ## Documentation Index
> Fetch the complete documentation index at: https://docs.surfais.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting support

> How to open a support ticket in-app, what to include, and support levels by plan.

If something isn't working, or you just have a question, the fastest way to reach us is the in-app support form: open the account menu in the top-right corner and choose **Support**.

## Submitting a ticket

<Steps>
  <Step title="Open Support">
    Open the account menu in the top-right corner and choose Support.
  </Step>

  <Step title="Add a subject">
    A short summary of the issue, up to 200 characters.
  </Step>

  <Step title="Pick a category">
    Choose the closest match: General question, Bug, Billing, Feature request, or Data issue.
  </Step>

  <Step title="Describe what's happening">
    Add as much detail as you can, up to 2,000 characters — steps to reproduce, screenshot URLs, anything that helps us diagnose it faster.
  </Step>

  <Step title="Send">
    Submit the form. We reply by email.
  </Step>
</Steps>

## What to include

The more specific you are, the faster we can help. Where relevant, include:

* **Brand** — which brand the issue relates to
* **Prompt** — the exact prompt text, if it's about a specific tracked prompt
* **Platform** — which AI platform (ChatGPT, Claude, Perplexity, Gemini, or Google AI Overviews)
* **Country** — which market, if the issue is geo-specific
* **Timestamps** — roughly when you noticed it, or when a scan ran

This context is especially useful for anything reported under **Bug** or **Data issue** — it's usually the difference between us reproducing the problem immediately and having to ask a follow-up question first.

## Tracking your tickets

Your five most recent tickets are listed below the form on the Support page. Click any ticket to expand it and see its status (open, in progress, resolved, or closed) and, once we've replied, our resolution notes.

## Support level by plan

| Plan       | Support        |
| ---------- | -------------- |
| Starter    | Email          |
| Growth     | Email          |
| Scale      | Priority email |
| Enterprise | Dedicated CSM  |

Whatever your plan, submitting through the in-app form is the best way to reach us — it keeps your account and brand context attached to the ticket automatically.

## Related pages

<CardGroup cols={2}>
  <Card title="Plans & limits" href="/billing/plans-limits">
    See what's included on your plan.
  </Card>

  <Card title="FAQ" href="/resources/faq">
    Common questions and troubleshooting.
  </Card>
</CardGroup>