Add support/escalation guidance to high-traffic documentation pages#980
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Add support/escalation guidance to high-traffic documentation pages#980
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Co-authored-by: kwannoel <47273164+kwannoel@users.noreply.github.com>
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[WIP] Improve discoverability of support/escalation contact guidance in docs
Add support/escalation guidance to high-traffic documentation pages
Feb 11, 2026
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Description
Support and escalation contacts were not easily discoverable in documentation. Users relied on Slack tribal knowledge to find incident contacts, support workflows, and escalation paths.
Changes:
Decision tree for support routing (
troubleshoot/overview.mdx): 3-tab structure distinguishing "outage/incident", "product help", and "bug report" flows with clear escalation paths for Cloud vs self-hosted deploymentsSupport sections on entry pages: Added "Need help?" sections to
get-started/intro.mdx,cloud/intro.mdx,cloud/faq.mdx, andfaq/faq-overview.mdxwith card links to support channelsProblem-specific escalation: Added support guidance to
cloud/connection-errors.mdxandtroubleshoot/troubleshoot-oom.mdxwith context-appropriate escalation stepsSearch optimization: Embedded keywords throughout (support, escalation, incident, troubleshooting, contact, reproduce) for discoverability
Cross-links: Established navigation paths between intro → troubleshooting → FAQ → Cloud support pages
Support paths defined:
cloud-support@risingwave-labs.comsales@risingwave-labs.comFiles modified: 8 (+225, -26 lines)
Related code PR
N/A - Documentation only
Related doc issue
https://github.com/risingwavelabs/risingwave-docs/issues/[issue-number]
Checklist
mint.jsonto include the page in the table of contents.Original prompt
This section details on the original issue you should resolve
<issue_title>Improve discoverability of support/escalation contact guidance in docs</issue_title>
<issue_description>## Context
Slack thread: https://slack.com/archives/C0AE8A81LE6/p1770829426570839
The thread shows team members updating channel topic metadata with key contacts/agents, which suggests operational contact points are being managed in Slack rather than easily found from docs.
Problem
Current documentation does not make support/escalation entry points easy to discover. Users and operators may not know where to find:
This creates friction and pushes critical routing info into Slack-only tribal knowledge.
Suggested Fix
support,escalation,incident,reproduce,troubleshooting,who to contact.Existing Documentation
Related docs PRs:
scan.startup.modeset tolatestCodebase References
Related PRs in risingwave:
Source files:
risingwavelabs/risingwave/dashboard/README.mdrisingwavelabs/risingwave/docs/dev/src/design/multi-object-store.mdrisingwavelabs/risingwave/src/common/src/util/tracing/layer.rsrisingwavelabs/risingwave/src/common/src/vector/mod.rs](https://github.com/risingwavelabs/r...💬 We'd love your input! Share your thoughts on Copilot coding agent in our 2 minute survey.