> For the complete documentation index, see [llms.txt](https://docs.userlane.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.userlane.com/support/contact-and-escalation.md).

# Contact and escalation

Who to contact for what, and the escalation path when the first route does not resolve it.

## How to get help

The fastest route is **Contact support** inside the Userlane portal. Open the help menu in the portal header and select **Contact support** to start a chat with the support team and get a real-time response.

<div align="left" data-with-frame="true"><figure><img src="https://259567114-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF6bxg8i3T6U4vZ3k7PHi%2Fuploads%2FMlHqBcH5vo2EeA8pmMsp%2Fcontact%20support%20window.png?alt=media&#x26;token=2a5a1097-39c4-4dba-9a0b-aea6156fe7c3" alt="Contact support chat window opened from the help menu in the Userlane portal header"><figcaption><p>Select Contact support in the portal help menu to chat with the support team.</p></figcaption></figure></div>

You can also email <support@userlane.com>. A ticket is created automatically, and you receive a confirmation with the ticket number.

Whichever route you use, include the following so the support team can resolve the issue faster:

1. A short description of the problem or question
2. The application name and URL where the issue occurs, if applicable
3. Screenshots or a screen recording that shows what is happening
4. The browser, operating system, and extension version in use

For many product questions, the AI chat on this Help Center can also help. It answers configuration questions, walks through setup steps, and points to the right documentation.

## Escalation

For strategic guidance or help coordinating with the support team, contact your account's Customer Value Manager (CVM). The CVM can also route issues that the standard support channel has not resolved. The Order Form lists the CVM's contact details and the escalation contact for the account.

For response commitments by severity, see [Support response times](/support/support-response-times.md).

## Relevant articles

{% content-ref url="/pages/2IDQz46CLETPMDXEl0nP" %}
[Support response times](/support/support-response-times.md)
{% endcontent-ref %}

{% content-ref url="/pages/jbm50unnbh76jQAz9WI1" %}
[Scope of customer value services](/support/scope-of-customer-value-services.md)
{% endcontent-ref %}

{% content-ref url="/pages/FRU06enU3lsRJrh5njNu" %}
[Troubleshoot the extension](/deployment/rollout/roll-out-the-extention/troubleshoot-the-extension.md)
{% endcontent-ref %}

## FAQ

<details>

<summary>What is the fastest way to reach support?</summary>

Select **Contact support** in the portal help menu to start a chat with the support team.

</details>

<details>

<summary>What should a support request include?</summary>

A short description, the application name and URL, screenshots or a recording, and the browser, operating system, and extension version.

</details>

<details>

<summary>Who do I contact if support has not resolved the issue?</summary>

Your account's Customer Value Manager (CVM). The Order Form lists the CVM and the escalation contact for the account.

</details>


---

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