If customers encounter issues after following our step-by-step documentation, they can provide details such as screen prints and logs through a Support case. For high-severity issues, Business-level and Enterprise-level customers can chat with or call Support to receive help in real time. In some scenarios, Support provides detailed guidance through email. If necessary, Support will use our screen-sharing tool to remotely view the customer’s screens to identify and troubleshoot problems. This tool is view-only—Support cannot act on behalf of customers within the screen-share session. Note, however, that the screen-share tool is not intended to assist with guiding customers through steps that are already documented. For security reasons, the Support team cannot join screen-share sessions hosted by other third-party tools. Developer-level customers can contact Cloud Support Engineers by email; however, screen share is not part of the support offered on their plan.