Support self-service how-to's (#774)

Author: Paul-Cornell

docs.json

@@ -521,6 +521,15 @@
             "pages": [
               "support/request",
               "support/shared-responsibility",
+              {
+                "group": "Self-service",
+                "pages": [
+                  "support/how-to/overview",
+                  "support/how-to/data-privacy",
+                  "support/how-to/invoice-issue",
+                  "support/how-to/cancel-renewal"
+                ]
+              },
               {
                 "group": "Issues",
                 "pages": [

support/how-to/cancel-renewal.mdx

@@ -0,0 +1,21 @@
+---
+title: Cancel your Unstructured Starter auto-renewal
+sidebarTitle: Cancel a renewal
+---
+
+If you are approaching the end of your annual Unstructured [Starter](https://unstructured.io/pricing) subscription, and you do not want to renew it for another year, 
+you can request that Unstructured cancel the upcoming auto-renewal of your subscription.
+
+To request that Unstructured cancel your annual subscription's upcoming auto-renewal, email Unstructured Support at [[email protected]](mailto:[email protected]) 
+with the following information:
+
+- The email address of the primary contact for your Unstructured **Starter** subscription.
+- The reason why you want to cancel the upcoming auto-renewal of your annual subscription.
+
+After Unstructured Support receives your request, within one business day, they will cancel the upcoming auto-renewal of your annual subscription and 
+then respond with an email to the primary contact, confirming the cancellation. If you have not received this cancellation confirmation email within 3 business days, 
+you can email Unstructured Support at [[email protected]](mailto:[email protected]) to check on the status of your request.
+
+This process does not apply to Unstructured [Team](https://unstructured.io/pricing) or [Enterprise](https://unstructured.io/pricing) accounts. 
+For questions, requests, or issues related to these account types, contact your assigned Unstructured Account Executive (AE). If you do not know who your assigned AE is, 
+email Unstructured Sales at [[email protected]](mailto:[email protected]).

support/how-to/data-privacy.mdx

@@ -0,0 +1,20 @@
+---
+title: Delete or export personal data stored by Unstructured
+sidebarTitle: Delete or export personal data
+---
+
+You can request that Unstructured delete the personal data that Unstructured stores in its systems about you, export that 
+personal data and send a copy of it to you, or both.
+
+To make a personal data deletion or export request, fill out and submit the 
+[Data Privacy Request](https://na1.hs-data-privacy.com/request/UYsLQfVEBgaaIvrZb74_EA) webform.
+
+After Unstructured receives your request, within one business day, they will delete the personal data that Unstructured stores in its 
+systems about you or export that personal data. Unstructured will then send an email to the address listed on the webform—this email will 
+confirm the deletion or provide a copy of the exported 
+personal data, respectively. If you have not received this email within 3 business days, you can email Unstructured Support at 
+[[email protected]](mailto:[email protected]) to check on the status of your request.
+
+If you have any questions about this process or need help filling out or submitting the webform, email Unstructured Support at 
+[[email protected]](mailto:[email protected]).
+

support/how-to/invoice-issue.mdx

@@ -0,0 +1,21 @@
+---
+title: Raise an invoice issue or request a refund
+sidebarTitle: Dispute charges
+---
+
+To raise an issue about an unpaid invoice that Unstructured has sent you, or to request a refund for an invoice that you have already paid, email Unstructured Support at [[email protected]](mailto:[email protected]).
+
+In your email, include the following information:
+
+- The email address of the primary contact for your Unstructured **Starter** subscription or **Team** or **Enterprise** agreement.
+- The related invoice number.
+- The monetary amount of the unpaid invoice that you are disputing, or the monetary amount of the already-paid invoice for which you are requesting a refund.
+- The specific reasons why you are disputing the charges or requesting a refund.
+- Any supporting details, documentation, or other information that helps support your claim.
+
+After Unstructured Support receives your request, within one business day, they will respond with an email to the primary contact, acknowledging your 
+dispute or refund request. If you have not received this acknowledgement email within 3 business days, you can email Unstructured Support at 
+[[email protected]](mailto:[email protected]) to check on its status.
+
+The timing and details for resolving the dispute or refund request will depend on the nature of the issue. If you have any follow-up questions about the issue 
+or just want to check on its current status, email Unstructured Support at [[email protected]](mailto:[email protected]).

support/how-to/overview.mdx

@@ -0,0 +1,11 @@
+---
+title: Overview
+---
+
+This section contains information about how to initiate various kinds of self-service support requests for your Unstructured account.
+
+These requests include actions such as requesting Unstructured to delete or export the personal data that Unstructured 
+has stored about you, or to request that Unstructured cancel the auto-renewal of an annual usage subscription.
+
+This section does not contain instructions about how to make general support requests. To learn how to make a general support request, 
+see [Requesting support](/support/request).

support/request.mdx

@@ -21,6 +21,18 @@ To request support, do the following:
   If you do not know who your assigned AE or CSM is, 
   email Unstructured Support at [[email protected]](mailto:[email protected]).<sup>*</sup>
 
+It is critical that you route your support requests appropriately, as follows. Incorrect routing can result in delayed or no response, and 
+any related service level agreement (SLA) commitments by Unstructured will not be honored.
+
+- **Support requests for paid Unstructured accounts (except for Enterprise accounts) must only be emailed to Unstructured Support at 
+  [[email protected]](mailto:[email protected])**. These kinds of support requests, if submitted by any other means, 
+  might take longer to receive a response from Unstructured Support&mdash;or they might not be responded to at all.
+- **Support requests for Unstructured Enterprise accounts must only be directed to your 
+  assigned Unstructured Account Executive (AE) or Customer Success Manager (CSM).** These kinds of support requests, if submitted by any other means, 
+  might take longer to receive a response from Unstructured Support&mdash;or they might not be responded to at all.
+- **Support requests for the Unstructured open source library must only be posted in the #general channel in the Unstructured Slack community**. 
+  These kinds of support requests, if submitted by any other means, will not be responded to.
+
 <sup>*</sup> Before contacting Unstructured Support, please ensure that you consult the 
 latest version of the [Unstructured Shared Responsibility Model](/support/shared-responsibility) to check 
 who owns resolution of the issue you are experiencing. If you contact Unstructured Support about an issue for