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Getting Support

How to get help when you're stuck with Distil.

Before Contacting Support​

Save time by checking these resources first:

1. Check Documentation​

Most questions are answered in our docs:

2. Search Existing Content​

Use the search bar in the docs to find specific topics:

  • Search for error messages you're seeing
  • Search for the feature you need help with
  • Search for the integration you're using

3. Check System Status​

If Distil seems down or slow:

  • Check status.distil.app (if available)
  • Check your internet connection
  • Try a different browser or device to isolate the issue

How to Contact Support​

Email Support​

Best for: Detailed issues, bug reports, account problems

Email: support@distil.app

What to include:

  1. What you were trying to do (e.g., "I was trying to push a card to Jira")
  2. What happened instead (e.g., "Got an error message saying 'Unauthorized'")
  3. When this started (e.g., "This morning" or "After I upgraded my plan")
  4. What you've tried (e.g., "I disconnected and reconnected Jira")
  5. Screenshots if applicable (redact sensitive info)
  6. Your workspace ID (found in Settings → General)

Response time: Usually within 24 hours (weekdays)

In-App Help​

Best for: Quick questions, navigation help

How to access:

  1. Click the "?" icon in the top right of any page
  2. Or click "Help" in the settings menu

Features:

  • Contextual help for the page you're on
  • Quick links to relevant docs
  • Option to contact support

What to Expect​

First Response​

You'll get an initial response within 24 hours (weekdays) acknowledging your issue and asking any clarifying questions.

Resolution Time​

Depends on complexity:

  • Simple questions: Answered immediately
  • Account/billing issues: Resolved same day
  • Bug fixes: 1-5 business days depending on severity
  • Feature requests: Added to roadmap for consideration

Follow-up​

If we need more information, we'll email you. Make sure to check spam folders for our response.

Support Hours​

Support is available:

  • Monday - Friday: 9am - 5pm PT
  • Weekends: Limited support (urgent issues only)
  • Holidays: Closed (auto-reply with expected response date)

Priority Support​

Who Gets Priority​

If you're on the Growth or Enterprise plan, you get:

  • Faster response times (within 4 hours on weekdays)
  • Direct Slack channel (Enterprise only)
  • Scheduled onboarding calls
  • Proactive monitoring and alerts

Upgrading for Priority Support​

Go to Settings → Billing to upgrade your plan.

What We Can Help With​

Support can assist with:

  • Technical issues (bugs, errors, performance)
  • Account and billing questions
  • Integration setup and troubleshooting
  • Best practices and workflow advice
  • Feature requests and feedback
  • Data export or migration
  • Onboarding and training

What We Can't Help With​

Some things are outside our scope:

  • Jira/Linear configuration: We can help with the Distil integration, but not with setting up your Jira projects or Linear teams. Contact Atlassian or Linear support for that.
  • Browser issues: If the problem is with your browser (crashes, extensions), we can suggest workarounds but can't fix your browser.
  • Network issues: If Distil won't load due to firewall or VPN issues, we can provide technical details to share with your IT team.
  • Product management advice: We can explain how Distil works, but we're not consultants on your specific product strategy.

Bug Reports​

If you've found a bug, here's how to report it effectively:

Required Information​

  1. Steps to reproduce: Exact steps to make the bug happen
  2. Expected behavior: What should have happened
  3. Actual behavior: What actually happened
  4. Browser and OS: e.g., "Chrome 120 on macOS 14"
  5. Screenshot or video: If applicable

Example Bug Report​

Good:

"When I try to accept a card, I enter rationale and click 'Accept,' but nothing happens. Expected: Card should move to Accepted section. Actual: Button just spins and then resets. This started after I upgraded to Governance Pack today. Using Firefox 121 on Windows 11. Screenshot attached."

Not helpful:

"Accepting doesn't work"

Priority Levels​

We triage bugs by severity:

  • Critical: Can't use Distil at all → Fixed within 4 hours
  • High: Core feature broken → Fixed within 1 business day
  • Medium: Feature partially broken → Fixed within 1 week
  • Low: Minor inconvenience or edge case → Scheduled for next release

Feature Requests​

We love hearing your ideas for improving Distil.

How to Submit​

Email support@distil.app with:

  1. What you want to do (the goal, not the solution)
  2. Why it matters (the problem you're trying to solve)
  3. Current workaround (if any)
  4. How often you need this (daily, weekly, monthly, rarely)

What Happens Next​

  1. We'll acknowledge your request
  2. We'll add it to our internal roadmap
  3. If we build it, we'll let you know when it ships
  4. If we decide not to build it, we'll explain why

Note: We can't guarantee any specific feature will be built, but we consider all requests seriously.

Feedback and Complaints​

Positive Feedback​

If you love something about Distil, let us know! Email support@distil.app or tweet @distilapp.

Complaints​

If something isn't working well or you're frustrated, we want to hear about it. Email support@distil.app with details.

We take complaints seriously and often prioritize fixes for pain points reported by users.

Emergency Support​

What Qualifies as an Emergency​

  • Distil is completely down (you can't access it at all)
  • Data loss or corruption
  • Security issue or breach
  • Billing issue preventing urgent work

How to Get Emergency Support​

For emergencies only:

  1. Email support@distil.app with "URGENT" in the subject line
  2. Include your phone number if you need a callback
  3. Explain why this is urgent (e.g., "Can't access Distil for board meeting in 2 hours")

Response time: Within 1 hour during business hours, within 4 hours outside business hours.

Not Emergencies​

These are not emergencies (use normal support):

  • Feature requests
  • Questions about how to use a feature
  • Integration issues (unless blocking critical work)
  • Slow performance (unless severe)

Self-Service Resources​

Help Center​

Read these docs for most common questions.

Diagnostics (Admins Only)​

Go to Settings → Diagnostics to see:

  • Integration health metrics
  • Recent errors
  • Performance data

This helps identify issues before contacting support.

Status Page​

Check status.distil.app (if available) to see if there's a known outage or incident.

Contact Information​

Email: support@distil.app

Documentation: docs.distil.app (or this help center)

Twitter: @distilapp

Mailing Address (if needed for legal/contracts): Distil Inc. [Address] [City, State, ZIP]

Next Steps​