HUMAN Customer Support

HUMAN Support can help with suspected attacks, integration issues, product questions, portal questions, and feature requests.

You can continue to contact HUMAN through your existing Slack, Teams, and support email channels.

Before you report an attack

Before opening a support request about an attack, check the following:

1. Confirm that the relevant traffic is visible in the HUMAN Portal. This verifies that the traffic reached HUMAN.
2. Compare the traffic volume in your environment with the volume shown in the HUMAN Portal. Differences may indicate a configuration or data-collection issue.
3. Check whether the traffic is passing or blocked. A 403 response indicates that HUMAN blocked the request. Blocked requests appear in red in the Portal visualization.

If you still need assistance, submit a support request with the details listed in Information to include.

Contact HUMAN Support

You can contact HUMAN Support through any of the following channels:

• HUMAN Support Portal
• Your designated shared Slack or Microsoft Teams channel
• The HUMAN Support email address

After you submit a request, you can continue to follow along for updates through the method you chose, such as the Slack or Microsoft Teams thread or through the Support Portal.

For the fastest triage, be sure to include:

• The relevant product or solution name
• Your HUMAN Application Name and/or app_id
• A clear description of the issue and its business impact
• The time the issue started and whether it is ongoing
• Any relevant screenshots, screen recordings, logs, or error messages
• Any additional information you can provide based on our recommended Information to include

If the issue is urgent, open the ticket from the confirmation message or the Customer Support Portal and add the appropriate system and user impact values.

HUMAN Support Portal

The HUMAN Support Portal is the best place to submit a request, review its status, and access your previous requests.

To submit a request:

1. Navigate to the HUMAN Support Portal.
2. Sign in with your customer account.
3. Select Create ticket > Log a ticket.
4. Complete the required fields and provide as much relevant context as possible. In particular, include the appropriate system impact and user impact values when prompted. These values help our team understand the urgency of your request and route it appropriately.

5. Submit the request.

Slack or Microsoft Teams

You can use your shared Slack or Microsoft Teams customer channel to contact HUMAN Support. To create an issue:

1. Describe the issue in a new message and include any relevant details.
2. Send the message to the channel.
3. React to the message with a ticket 🎫 emoji to log the ticket. You’ll see a response in the thread that’s created confirming your ticket has been created.

If the 🎫 reaction doesn’t log a ticket, it could be that you haven’t transitioned to our typical support flow yet. For example, you might still be in an early stage of onboarding. Let your TAM know about this issue and they can investigate.

What happens after you submit a request

HUMAN Support generally works through the following stages. Depending on the request, some stages may be combined or skipped.

1. Initial assessment: We review the request, affected systems, and potential business impact. We may contact you for additional information.
2. Customer engagement: We confirm the issue, scope, and priority with you and involve the appropriate specialists.
3. Investigation: We troubleshoot the issue, analyze relevant data, and test a solution or mitigation when applicable.
4. Progress updates: We keep you informed of meaningful developments and ask for information when it is needed to continue the investigation.
5. Resolution: We implement a solution or mitigation and explain any customer actions that are required.
6. Closure: We confirm the outcome and close the request after the issue is resolved or the agreed next step is complete.

Requests are prioritized based on urgency, system impact, user impact, business effect, and Support Level. An issue that prevents use of the HUMAN platform or an active attack generally receives higher priority than a question about Portal reporting, for example. Impact values help us prioritize work but do not guarantee a specific response or resolution time.

Impact values

Select the values that best describe the issue when you submit a request.

Information to include

The more context you provide, the faster we can investigate your request. Below are recommended contexts to include depending on the type of request you’re submitting.

Track a request

You can track your request in the Customer Support Portal or from the conversation where you originally submitted it. Use the ticket link in your confirmation or update notification to:

• Review the current status
• Read updates from HUMAN Support
• Add comments or supporting information
• Update system/user impact
• Share the ticket with colleagues who need visibility
• Close the ticket

If you submitted the request by email, reply to the ticket notification rather than opening a duplicate request. If you submitted it through Slack or Teams, continue the conversation in the original customer channel whenever possible.

Request an escalation

If your ticket is the highest priority, you can escalate it to request Leadership attention. You might escalate a ticket when the business impact becomes critical, the support you have received so far has been poor or unresponsive, or because you believe the issue requires additional visibility from the leadership team.

1. Navigate to the HUMAN Support Portal and log in with your customer account.
2. Open the ticket you want to escalate.
3. Ensure the system and user impact fields are accurate.
4. If your ticket is eligible, you’ll see an Escalate to Leadership? toggle to trigger the escalation. Click this to toggle on this option.
5. Once toggled, you’ll receive an automated confirmation message on the ticket. If you haven’t already, please provide the following additional context in a response on your ticket:
   • What changed since you first created the request
   • When the impact increased
   • The number or percentage of users affected
   • The effect on your business or operations
   • Any relevant deadline or time sensitivity