Learn how to get help, submit support tickets, access the knowledge base, and leverage AI-powered assistance with Benson.
The SLYD support system provides comprehensive assistance through multiple channels: a self-service knowledge base,
AI-powered Benson assistant, live chat support, and a robust ticketing system. Whether you need quick answers or
detailed technical assistance, our support system is designed to help you succeed on the platform.
Support Channels
Choose the support channel that best fits your needs:
Knowledge Base
Self-service articles and guides for common questions and tasks.
Searchable articles
Video tutorials
24/7 availability
Browse Articles →
Ask Benson AI
Get instant answers from our AI assistant trained on SLYD documentation.
Instant responses
AI-powered
Natural language
Chat with Benson →
Support Tickets
Submit detailed requests for technical issues or complex inquiries.
Expert support
Priority handling
Ticket tracking
Create Ticket →
Live Chat
Real-time assistance for urgent issues during business hours.
Real-time help
Human agents
Chat transcripts
Available Mon-Fri, 9AM-6PM EST
Knowledge Base
Our comprehensive knowledge base contains hundreds of articles to help you:
Benson AI Assistant
Benson is your intelligent assistant for all things SLYD:
Benson can help you with:
Instance recommendations
Cost optimization
Configuration advice
General questions
Troubleshooting help
Best practices
Example Questions:
"What GPU instance is best for machine learning?"
"How do I reduce my monthly costs?"
"Why is my instance running slowly?"
"How do I set up auto-scaling?"
Support Tickets
Create and manage support tickets for issues that require human assistance:
1
Create Ticket
Describe your issue with as much detail as possible, including error messages and steps to reproduce.
2
Automatic Classification
Our system categorizes your ticket and assigns it to the appropriate support team.
3
Agent Response
A support agent will respond within our SLA timeframe with assistance or questions.
4
Resolution
Work with the agent to resolve your issue. You'll receive a satisfaction survey upon closure.
Ticket Priorities
Understanding ticket priorities helps set appropriate expectations:
Production systems down, data loss risk
Response: 1 hour
Major functionality impaired, no workaround
Response: 4 hours
Partial loss of functionality, workaround exists
Response: 24 hours
Questions, feature requests, minor issues
Response: 48 hours
Ticket Best Practices
Follow these guidelines to get faster, more effective support:
Provide Complete Information
Instance ID and configuration details
Error messages (exact text or screenshots)
Steps to reproduce the issue
What you expected vs. what happened
Any troubleshooting steps already taken
Include Relevant Attachments
Screenshots of error messages
Log files (sanitized of sensitive data)
Configuration files
Network traces if applicable
Performance metrics
Use Clear Titles
Be specific about the issue
Include affected service or feature
Avoid generic titles like "Help" or "Problem"
Example: "GPU Instance fails to start - Error 503"
Communicate Effectively
Respond promptly to agent questions
Test suggested solutions and report results
Ask for clarification if needed
Update ticket if situation changes
Mark resolved when issue is fixed Live Chat Support
Get real-time assistance from our support team:
Availability
Monday - Friday
9:00 AM - 6:00 PM EST
Saturday
10:00 AM - 4:00 PM EST
Sunday
Closed
Closed on major US holidays
Live Chat Tips
Have your account information ready
Be prepared to share your screen if needed
Save chat transcript for future reference
Use tickets for complex issues requiring research
Connect with other SLYD users for peer-to-peer assistance:
Escalation Process
If you're not satisfied with the support received:
1. Request Escalation
Ask your support agent to escalate the ticket to a senior specialist or manager.
2. Contact Support Manager
Email support-manager@slyd.cloud with your ticket number and concerns.
3. Executive Escalation
For critical business issues, contact executive-support@slyd.cloud.
