# Getting help

> The in-product assistant, conversations with support, replies by email, response times and escalation.

Every page in a workspace has a **Help** button in the corner. It opens the assistant; a person is one press away.

## The assistant

The assistant answers from every page of these docs and from what opsen sees in the workspace you are in: its plan and trial, the latest audit and anything it could not read, its findings, its connected platforms and their errors, and recent changes. Ask why a number is what it is, why something was held back, what a setting does, or how to undo a change. Answers link the docs they rely on.

It cannot change anything. It tells you which page and which button. When a question needs a person (something looks broken, a figure looks wrong, a bill, or you ask for one), it says so.

**Talk to a person** sends the conversation to the support team as a request, with anything you add. What the assistant sees and is never sent is listed under [Security](/docs/security#the-assistant).

## Conversations

**Settings → Support** lists every conversation in the workspace. Open one to read it in full and reply. Replies from opsen arrive by email too; answer that email and your reply lands in the same conversation. Mark it solved when you are done; replying reopens it.

Anyone with access to the workspace can write to support, viewers included.

## Response times

| Plan | First reply |
| --- | --- |
| Enterprise | 4 business hours; Urgent within 1 hour, at any hour |
| Team | 1 business day |
| Free | 2 business days |

On Enterprise, choose **Urgent** when opsen is down or a figure is wrong: it pages the on-call engineer at once.

## Escalation

When support needs engineering, the request is escalated with a severity: SEV1 when you are blocked or numbers are wrong, SEV2 when something is broken with a workaround. Escalation pages the on-call engineer. You see the replies in the same conversation.