Where to Look First

When a question comes up, start with the support path that matches the type of question. If the question is about terminology, use the glossary. If the question is about how to use a workflow, use support and training articles. If the question is about a specific record, gather the details before contacting support.

The platform also includes Help and Resources areas where documents and user resources can be made available. These areas can support user manuals, support information, training documents, and future onboarding content.

How to Ask a Better Support Question

Support teams can respond faster when a request includes the correct context. A useful request should explain what the user was trying to do, where they were in the platform, which record was involved, what happened, and whether the issue is blocking operations, billing, reporting, safety, or customer communication.

If the question involves a ticket, nomination, contract, entity, tank, meter, customer, product, or site, include that identifier. If the issue is visual or hard to describe, include a screenshot when it is appropriate to share one.

Support Request Checklist

• Module or page name.
• Site or terminal context.
• User role and workflow goal.
• Ticket, nomination, entity, contract, tank, meter, product, or customer involved.
• Date or reporting period.
• What you expected to happen.
• What actually happened.
• Screenshot or exported detail if appropriate.

Common Questions