Support Resources¶

Best for: Issues requiring detailed investigation or documentation

Email: support@dxtra.ai

Email template:

Subject: [Issue Type] Brief description of problem

**Issue Description:**
[Detailed description of the problem]

**Steps to Reproduce:**
1. [Step 1]
2. [Step 2]
3. [Error occurs]

**Expected Behavior:**
[What should happen]

**Actual Behavior:**
[What actually happens]

**Environment:**
- Browser: [Chrome 120, etc.]
- Operating System: [Windows 11, macOS 14, etc.]
- Data Controller ID: [If relevant]

**Additional Information:**
[Screenshots, error logs, etc.]

Best for: Quick questions and immediate assistance

How to access: 1. Log into Dxtra Dashboard 2. Click the chat icon (bottom right) 3. Describe your issue clearly 4. Provide relevant account/error details

Best for these issues: - Account access problems - Integration failures - Data sync issues - API authentication errors

Available for: Enterprise customers

Contact Information: Available in Dashboard > Support

When to call: - System-wide outages affecting your business - Data breach or compliance incidents - Critical integration failures during business hours - Urgent setup assistance for new implementations

Before calling: - Have your account information ready - Prepare specific error messages or screenshots - Document steps you've already tried

Start here for comprehensive information:

Documentation features: - Search: Use Ctrl+K or click search icon - Code examples: Copy-paste ready snippets

Account & Setup:

• How do I reset my password?
• Why isn't my domain verification working?
• How do I add team members?
• What are the different user roles?

Integrations:

• Which e-commerce platforms are supported?
• How do I troubleshoot Shopify sync issues?
• What webhook events should I enable?
• How do I test integration connectivity?

Compliance & Privacy:

• How does Dxtra handle GDPR compliance?
• What data retention policies are supported?
• How do I process data subject rights requests?

API & Technical:

• How do I authenticate with the API?
• What are the API rate limits?
• How do I optimize GraphQL queries?
• Where can I find webhook documentation?

Dashboard Health Check:

• Dashboard > Settings > System Health
• Automated checks for common issues
• Integration connectivity tests
• Performance metrics and recommendations

Integration Status Monitor:

• Real-time sync status for all integrations
• Error logs with filtering and search
• Performance metrics and trends
• Automated retry status

API Testing Tools:

• Interactive GraphQL playground
• Authentication token validator
• Rate limit monitoring

Access your activity logs:

1. Integration Logs:
2. Dashboard > Integrations > Select service > View Logs
3. Filter by date range, error type, or status
4. Export as CSV for external analysis

5. Share with support for troubleshooting

6. API Activity Logs:

7. Dashboard > Settings > API Keys > Activity
8. View all API requests and responses
9. Monitor for unusual activity

10. Track performance over time

11. Audit Logs:

12. Dashboard > Settings > Audit Trail
13. User activity and system changes
14. Compliance and security monitoring
15. Export for regulatory reporting

New Customer Onboarding:

Week 1: Foundation

• Platform orientation
• Account setup and team configuration
• First integration walkthrough
• Basic compliance concepts

Week 2: Implementation

• Advanced integration setup
• Data mapping and validation
• Widget deployment
• Workflow customization

Week 3: Optimization

• Performance tuning
• Advanced reporting
• API integration (if applicable)
• Best practices review