Support: asking for help, and what is shown
The /assistance page
A single door to reach Cybelia Cloud, and one rule of conduct above it: we do not enter your space without saying so.
Support sees the conversation you point to, and nothing else.
Opening a request
Describe what you were trying to do, what you did, and what happened. Three sentences are worth more than a screenshot alone. Include the date and time: our traces are read by timestamp, and one given minute saves an hour of searching.
| What reads badly | What gets handled fast |
|---|---|
| "It doesn't work." | "This morning around 9:20, on the Documents page, uploading a 34 MB PDF has been stuck at 'in progress' for twenty minutes." |
| "The AI is talking nonsense." | "Asked X, it answers Y citing document Z, but Z says the opposite on page 3." |
What we see, and what we do not
An intervention in your space is logged: who, when, why. We do not read your conversations out of curiosity, and we cannot remove your second factor or read back your password, that is not politeness, it is an impossibility built into the product.
Never attach a password, a service key or a six-digit code to a support request. We will never ask for one. A key pasted into a ticket is a key to cut, not a key to use.
The right person first
Many requests are settled without us: a permission to open, a document to file, a role to correct. At the joinery, Camille first checks whether it is an access question. If it is, it is the Accounts page, not a ticket, and the answer comes in a minute rather than half a day.
In closing
One door, and one rule: we do not come into your space without saying so. Describe what you wanted to do, what you did, what happened; those three sentences are worth more than a screenshot alone.
Commenting is not enabled on this course.