Support Channel Priority

Before reaching out directly, we recommend following this sequence to get the quickest answer:

1. Check This Documentation First

Most questions are answered somewhere in this Docs section:

• Troubleshooting: For when something isn't working correctly
• Core Features: For understanding how specific features work
• Getting Started: For basic setup and workflow questions
• Account Management: For subscription, billing, and profile questions

Use the search function (Ctrl+F or Cmd+F) to find keywords related to your question.

2. Email Support for Detailed Issues

souffle@breadboardfoundry.com is our primary support channel for:

• Complex technical problems that require investigation
• Account or billing issues that need personalized attention
• Detailed feature requests with specific business context
• Problems that aren't covered in the documentation

3. Community Help (Beta Users Only)

If you're a beta participant, you also have access to:

• Slack workspace: Private community for beta participants with faster response times during business hours
• Peer assistance: Other hardware engineers who might have solved similar problems

Use Slack for quick questions or when you want to discuss your issue with other beta users before filing a formal support request.

How to Write Effective Support Requests

The quality of information you provide directly affects how quickly we can help you. Here's what to include:

Clear Problem Description

Be specific about what's happening:

Good: "When I try to export a PNG from my 'Motor Controller Design' project, clicking the Export PNG button shows the loading animation for about 30 seconds, then nothing downloads. This happens consistently with this project, but exports work fine from my smaller 'LED Board' project."

Less helpful: "Export isn't working."

Account Context

Help us understand your setup:

• Subscription tier: Mini, Plus, or Signature (or beta pricing)
• Project details: Number of tasks, groups, or complexity level if relevant
• Browser information: Chrome version 121, Firefox, Safari, etc.
• Operating system: Windows 11, macOS Sonoma, etc.

Visual Evidence

For interface issues, include:

• Screenshots: What you're seeing on your screen
• Screen recordings: For multi-step problems or intermittent issues
• Browser console errors: Press F12, look for red error messages in the Console tab

Attempted Solutions

Tell us what you've already tried:

• Steps from the Troubleshooting section you've attempted
• Different browsers or devices you've tested
• Workarounds you've discovered
• When the problem started (after an update, with a specific project, etc.)

Getting the Best Support Experience

Before You Contact Us

1. Try the obvious fixes first: Refresh the page, try a different browser, clear your cache
2. Check if it's a known issue: Look at recent Slack announcements (for Beta users)
3. Gather information: Screenshots, error messages, browser details
4. Think about context: When did this start happening? What changed?

After Resolution

Let us know when the solution works for you — it helps us improve our support process and confirm the issue is fully resolved.

Email Support: souffle@breadboardfoundry.com

We're committed to helping you succeed with Soufflé. Don't hesitate to reach out when you need support — that's what we're here for.