Support routes

Choose the right channel

Support requests are easier to resolve when they include tenant, organization, client, timestamp, and the docs route used during implementation.

Implementation help Onboarding, integration questions, provider setup, and production-readiness review. Security review Trust posture, deployment boundaries, tenant isolation, audit coverage, and readiness material. Troubleshooting Common setup, token, webhook, device, and enterprise provider checks before escalation. FAQ Canonical public answers for pricing, protocols, deployment, device trust, and enterprise setup.
Onboarding checklist

Before opening a support request

These checks resolve most first-week integration issues and give support the context needed to help quickly.

Tenant registration completed and administrator can sign in.
Application exists under the expected organization and has the expected application key.
InteractiveWeb client redirect URIs match the app exactly, including scheme, host, port, and path.
Automation client credentials are stored outside source control and use only approved scopes.
JWT validation uses discovery metadata and JWKS instead of hard-coded signing keys.
Marketplace or device issues include product, edition, entitlement, activation, and membership identifiers where applicable.
Escalation paths

Route the issue by rollout stage

Use the narrowest support path that matches the current blocker.

Onboarding

Tenant, app, or client setup

Use this path when registration, application creation, client provisioning, redirect URI setup, or first sign-in fails.

  • Include tenant slug, organization ID, application key, client purpose, and redirect URI.
  • Attach the exact error message and timestamp.
Production

Security review or launch readiness

Use this path for JWKS validation, deployment posture, tenant isolation, audit retention, webhook delivery, and evidence questions.

  • Start with the Trust Center and Getting Started validation checklist.
  • Include environment, deployment model, and required review timeline.
Advanced features

Marketplace, device trust, enterprise setup

Use this path when product installation, seat assignment, activation, offline lease, OIDC provider, or SCIM setup needs review.

  • Include product, edition, entitlement, activation, provider, or SCIM connection identifiers.
  • Call out whether the issue affects GA functionality or a preview boundary.

What to include in a support request

Include the tenant or organization identifier, affected client or application, relevant timestamp, correlation or webhook delivery ID when available, token flow or endpoint path, and whether this is onboarding, production-readiness, or advanced-feature support.

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