> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ocular.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Working with the Ocular team

> How to reach Ocular support, what to expect from response times, and how to file a ticket with the context needed to get your issue resolved quickly.

The Ocular team is hands-on with every customer. This page tells you how to reach us, what kind of response to expect, and how to write the kind of request that we can act on immediately.

## How to reach us

<CardGroup cols={2}>
  <Card title="In-app chat" icon="comment">
    Bottom-right Help button. Quick questions, where do I find X, small bugs.

    **Response:** same business day.
  </Card>

  <Card title="Shared Slack channel" icon="slack">
    Enterprise customers — ongoing operational questions, data anomalies, implementation help.

    **Response:** within 1 business hour.
  </Card>

  <Card title="Email" icon="envelope" href="mailto:support@ocular.dev">
    [support@ocular.dev](mailto:support@ocular.dev) — anything you cannot put in chat (attachments, longer context, multiple stakeholders).

    **Response:** same business day.
  </Card>

  <Card title="Office hours" icon="calendar-days">
    Every Thursday — implementation reviews, data team sync, roadmap input.

    **Book** via the in-app calendar.
  </Card>
</CardGroup>

<Note>
  **Business hours:** IST 9 AM to 7 PM, Monday through Friday. For urgent issues outside hours, mark a Slack message with `:rotating_light:` or email with `[URGENT]` subject prefix — on-call responds within an hour.
</Note>

## What to include in a request

The single biggest determinant of how fast we can resolve a request is how completely you describe it.

<AccordionGroup>
  <Accordion title="Number-looks-wrong tickets" icon="scale-balanced">
    1. **The number** — what specifically looks wrong. Be precise: *Yesterday's Storefront Net ROAS on the Meta campaign Prospecting\_v3 shows 1.2, but Meta Ads Manager shows 3.4.*
    2. **Where you are seeing it** — which report, which filter set, which date range. Screenshot helps.
    3. **What you compared it to** — the source-system value and a screenshot of that too if possible.
    4. **When it started** — was this always off, or did it change recently?
    5. **The scope** — one campaign? All campaigns? All of Meta? Narrower scope = faster diagnosis.

    <Tip>
      Before filing a reconciliation ticket, check **FAQs → Reconciliation** {/* TODO: relink to /faqs-and-help/reconciliation once that page is published. */}. Roughly 70% of these have a standard explanation (attribution windows, view-through conversions, refund timing, gift-card treatment).
    </Tip>
  </Accordion>

  <Accordion title="Connector-not-working tickets" icon="plug-circle-xmark">
    1. **Which source** — be specific about the platform version (e.g. Shopify Plus, Blinkit PartnersBiz, Meta Ads Manager — single account).
    2. **What happened during the OAuth flow** — failed at auth, succeeded but no data, or synced and then stopped?
    3. **Any error message** — copy-paste the exact text, plus a screenshot.
    4. **What permissions you have on the source** — Admin, View-only, etc. Many connector issues are permission gaps invisible in the OAuth UI.
    5. **The historical start date you configured.**
  </Accordion>

  <Accordion title="How-do-I-do-X questions" icon="circle-question">
    1. **The business question you are trying to answer**, not just the feature you think will answer it. *Which acquisition channel produces customers who pay back their CAC fastest* is easier to help with than *How do I use the Purchase Retention Cohort?*
    2. **What you have tried so far** — even if it did not work. Tells us where the docs are unclear.
    3. **The output format you need** — one-time number, exportable CSV, or recurring dashboard?
  </Accordion>

  <Accordion title="Feature requests and roadmap input" icon="lightbulb">
    1. **The use case** — what you are trying to accomplish that Ocular does not currently support.
    2. **The workaround you are using** — Excel? A different tool? Internal SQL? Tells us how painful the gap actually is.
    3. **The frequency** — daily / weekly / monthly / one-time. Helps us prioritize.

    Feature requests go into our roadmap intake. We discuss in monthly office hours, and any item with three or more customer requests gets a yes / no / when answer within 30 days.
  </Accordion>
</AccordionGroup>

## What to expect from response times

<CardGroup cols={2}>
  <Card title="Critical incidents" icon="triangle-exclamation">
    Platform down, all dashboards broken, data loss — **investigation within 15 minutes**, updates every 30 minutes until resolved.
  </Card>

  <Card title="Connector failures" icon="plug-circle-xmark">
    Investigation **same business day**. Most restored within 24 hours; some require source-platform cooperation.
  </Card>

  <Card title="Data anomalies" icon="chart-line">
    Root-cause investigation within **2 business days**, written explanation always.
  </Card>

  <Card title="Implementation requests" icon="screwdriver-wrench">
    **Same-day** reply with a time estimate or scoping questions.
  </Card>

  <Card title="Feature requests" icon="lightbulb">
    **Same-day** acknowledgement, roadmap discussion within 30 days.
  </Card>
</CardGroup>

## Escalation path

If a ticket is not moving the way you expect:

<Steps>
  <Step title="Reply in-thread and tag your CSM" icon="reply">
    Most stuck tickets are stuck because they are waiting on a question we asked that you have not seen yet.
  </Step>

  <Step title="Email support with [ESCALATION]" icon="envelope">
    If your CSM is unavailable, email [support@ocular.dev](mailto:support@ocular.dev) with `[ESCALATION]` in the subject line.
  </Step>

  <Step title="Email your account executive" icon="user-tie">
    For commercial/strategic issues (pricing, contract changes, executive escalation).
  </Step>
</Steps>

## Things we can help with that aren't in the docs

<CardGroup cols={2}>
  <Card title="Custom connector requests" icon="plug-circle-plus">
    Onboarding a data source we do not have a self-serve integration for — we have an internal team that builds custom connectors.
  </Card>

  <Card title="Historical backfills" icon="clock-rotate-left">
    Backfilling historical data past your original start date. If you set the wrong start date six months ago, we can usually re-ingest further back.
  </Card>

  <Card title="Custom modeling work" icon="wand-magic-sparkles">
    Custom metrics, dimensions, or reports that do not exist out of the box. Some lands in product; some is workspace-scoped.
  </Card>

  <Card title="Migration from a competitor" icon="right-left">
    We have moved customers off Glew, Polar Analytics, Lifetimely, Northbeam, Triple Whale, and home-grown stacks.
  </Card>

  <Card title="Pre-sales technical deep-dives" icon="magnifying-glass-chart">
    For stakeholders inside your company evaluating Ocular. On-demand and free.
  </Card>
</CardGroup>

## Things we can't (or won't) do

<CardGroup cols={3}>
  <Card title="Build every dashboard for you" icon="hand">
    We help once or twice during onboarding, but Chart Builder + Dashboards is designed to be self-serve.
  </Card>

  <Card title="Re-architect your storefront" icon="hand">
    If Shopify/marketplace config makes attribution unreliable, we will guide the fix but not do it.
  </Card>

  <Card title="Override the underlying data" icon="hand">
    If a source reports a number and Ocular ingests it correctly, we will not manually edit the semantic layer.
  </Card>
</CardGroup>

## Where to go next

<CardGroup cols={3}>
  <Card title="Settings & permissions" icon="user-gear" href="/overview/settings-and-permissions">
    Self-serve administrative changes.
  </Card>
</CardGroup>