When should I contact my CSM, my AM, and Support? – Carbide

At Carbide, we are committed to ensuring your success. To help you navigate our support channels effectively, refer to the following guidelines on when to reach out to your Customer Success Manager (CSM), Account Manager (AM), or our Support Team.

Note: Customer Success Managers (CSMs) are assigned to specific subscription plans only. Please check with your account owner or contact support@carbidesecure.com if you are unsure of your CSM assignment.

When to contact your CSM

Strategy and Goal Setting

Your CSM can assist you in defining and achieving your specific goals within the Carbide platform.

Best Practices and Recommendations

Benefit from tailored advice and recommendations based on your unique needs, goals, and our expertise.

Customized Training for Your Team

Arrange live training sessions with your CSM to ensure a smooth rollout and adoption.

Need Guidance or Direction

When you're uncertain about the appropriate course of action, your CSM is there to provide assistance and steer you in the right direction.

When to contact your AM

Contract and Renewal Info

For inquiries regarding your current subscription term, payment terms, or renewal details, reach out to your Account Manager.

Feature Add-Ons & Professional Services

Discuss opportunities to enhance your success with add-on features, upgraded editions, or Professional Services packages.

When to contact Support

How do I contact support?

Product Feature Questions

If you have queries about specific features, their functionality, or how to use them, our Support Team is ready to help.

Basic Guidance on Features

Seek assistance with getting started on a particular feature or understanding its basic usage.

Ideas for Product Functionality

Share your suggestions and feature enhancement ideas with us to contribute to the ongoing improvement of Carbide.

Documentation Questions and Requests

Inquire about Knowledge Base articles related to specific features or request additional documentation for a better understanding.

Native Integration Sync Questions

If you're experiencing difficulties with the synchronization of integrations or Cloud Monitoring, our Support Team can provide guidance.

Tips for Submitting Support Tickets

To ensure a prompt and thorough response, please include the following details in your Support Ticket:

Exact contact or account names (and ID's) affected by the issue.
Screenshots or videos showcasing the specific feature or situation you need assistance with.
Details of your issue including what you were doing before it occurred

We aim to provide you with the best possible support and resolution. By following these guidelines and including relevant information in your support tickets, we can work together more efficiently to address your needs.

If you have any further questions or need assistance, please don't hesitate to reach out to us. We are here to help you succeed with Carbide.