> ## Documentation Index
> Fetch the complete documentation index at: https://docs.synctera.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Post-Launch FinTech Support

> Congratulations on pushing the application into Production! This page outlines how post-launch support will look like for you and your team.

## Overview

|                              |                                                                                                                                                                                                                                                                                                   |                                                                                                                                                                                                                                                                                                                                                                                          |                                                                           |                                                                 |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------- | --------------------------------------------------------------- |
| **Inquiry Specific Support** |                                                                                                                                                                                                                                                                                                   |                                                                                                                                                                                                                                                                                                                                                                                          |                                                                           |                                                                 |
| **Who to Contact**           | **When to Contact**                                                                                                                                                                                                                                                                               | **What to Include**                                                                                                                                                                                                                                                                                                                                                                      | **How to Contact**                                                        | **Backup Email**                                                |
| **Support**                  | Reach out to Support if you need help with any of the following:cdncdn\* A question or inquiry about Billingcdn\* A question or request for troubleshooting a technical issuecdn\* Investigation into the status of a paymentcdn\* Card Shipping Statuscdn\* General Supportcdn\* Feature Request | Please include the following details:cdncdn\* In the subject line, please include a Priority \[Critical, High, Medium, or Low]cdn\* In the body of the email, please include the following:cdn \_ When the issue occurred (if applicable), including date, time, and time zonecdn \_ Link to customer/case/transactioncdn\* The issue you are experiencing in as much detail as possible | Create a Request via [support.synctera.com](https://support.synctera.com) | [support@synctera.com](mailto:support@synctera.com)             |
| **Compliance Consultation**  | To request a Compliance Review of a Product, Feature, Policy, or Bank Requirement                                                                                                                                                                                                                 | Please include an overview of the review being requested                                                                                                                                                                                                                                                                                                                                 | Create a Request via [support.synctera.com](https://support.synctera.com) | [groundcontrol@synctera.com](mailto:groundcontrol@synctera.com) |
| **Compliance Operations**    | To ask a question about Compliance Operations (KYC/KYB/Fraud) or to Check on the status of an open Case                                                                                                                                                                                           | Please include the link to the open Case or overview of your Compliance-related question                                                                                                                                                                                                                                                                                                 | Create a Request via [support.synctera.com](https://support.synctera.com) | [groundcontrol@synctera.com](mailto:groundcontrol@synctera.com) |
| **Customer Success**         | Adopting new technologies, products, or changes to the program.                                                                                                                                                                                                                                   | Please include a brief description of the product or feature you'd like to engage with                                                                                                                                                                                                                                                                                                   | Create a Request via [support.synctera.com](https://support.synctera.com) | [sales@synctera.com](mailto:sales@synctera.com)                 |

**How to Assess Request Priority**

We aim to review **all** requests within one working day, but it is helpful for our customers to indicate the severity of an issue when requesting support in the Zendesk form. Use the following guidelines to select the appropriate priority for your request.

* Low (No impact on production, not time-sensitive) - Typical day-to-day issues should be considered low priority
* Normal (No impact on production, time-sensitive) - Normal priority should be selected when your issue is typical but more time-sensitive in nature
* High (Production impacted) - High Priority should be selected when an issue is impacting your business production
* Urgent  (Production halted) - Urgent issues are evaluated immediately and will call engineers to action regardless of the time of day that a request is submitted. We kindly ask that you limit the use of the "urgent" priority setting to true emergencies.