Improving Directions to Support on Atlas
Submitting this on behalf of customer (firstname.lastname@example.org):
If I may provide some feedback, the Atlas site is not clear for how to get
support. Clicking Support in the upper right menu brings you to the support
portal, which you can't use if you don't have a plan. It's only when
you're viewing all your projects (and not viewing a specific project) that
there's a support link on the left side to upgrade your plan.
Also, and this was very frustrating, it's not clear that "chat support" is
for general questions and not for urgent issues (usually chat means
immediate help). I had to wait an hour for a response while
mid-conversation (we had already talked for a bit), and I don't think it's
unreasonable to assume if you're in the middle of a chat with someone that
they will get back to you in a few minutes. You should add a message to
the top of the chat window when first opening it that chat is not for
support beyond basic questions, and provide a link to the account's support
plan settings. That would have saved me a few hours last night.