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

# Support channels

> How to contact the Rocky Global support team.

## Before contacting support

First, check:

1. The [frequently asked questions](/en/recursos/faq) section.
2. The specific guide for your [role](/en).
3. The smart assistant (in-platform chat), which answers questions in natural language based on the official documentation.

## Official channels

<CardGroup cols={2}>
  <Card title="In-platform chat" icon="comments">
    Available inside the app. Response during business hours.
  </Card>

  <Card title="Email" icon="envelope">
    [soporte@rocky.global](mailto:soporte@rocky.global)
  </Card>

  <Card title="WhatsApp" icon="whatsapp">
    For urgent cases during event days.
  </Card>

  <Card title="Help center" icon="circle-question">
    This knowledge base (docs.rockyglobal.com).
  </Card>
</CardGroup>

## Service hours

| Case type         | Hours                      | Response time |
| ----------------- | -------------------------- | ------------- |
| General inquiries | Mon-Fri 8:00 AM to 6:00 PM | 24 hours      |
| Payment issues    | Mon-Fri 8:00 AM to 6:00 PM | 4 hours       |
| Event day         | 24/7 during the event      | 30 min        |

## Useful information when contacting support

To speed up service, please include:

* Your registered email on the platform.
* Event name.
* Registration or bib number (if applicable).
* Clear description of the issue.
* Screenshots or evidence.

<Tip>
  Organizer users have access to a priority channel. Check with your account executive.
</Tip>