1. Issue Resolution Process
When a customer submits an issue via Intercom or email:
Triage & Acknowledgment — Within SLA based on severity (see SLA document)
Assignment — Handled by on-call or support engineer
Fix or Workaround — Most production issues are resolved via CI/CD hotfixes the same day
Root Cause — P1 issues trigger formal RCA within 5 business days
Customers can view status updates directly in the chat or receive email updates if out of session.
2. Sandbox Environment Availability
Chain offers dedicated sandbox environments for:
TMS integration testing
API experiments or simulations
Custom validation workflows
| Request access during onboarding or via support.
Sandboxes mirror production behavior but are isolated from live data. They support most webhook, API, and UI workflows.
3. Versioning & Release Management
Chain is built on a CI/CD pipeline with daily production deployments. Updates are:
Automatically deployed to all tenants (no manual upgrades required)
Non-breaking by default — backward compatibility is respected
Communicated monthly via Release Notes
4. Product Roadmap Access
Chain shares its roadmap and upcoming feature areas with customers via:
Monthly Release Notes (past and upcoming)
Dedicated roadmap calls with CSMs or the Product team
Optional roadmap preview spaces (currently in Google Driver but will move to Notion or Intercom-hosted)
Customers are encouraged to submit product feedback and upvote features in the roadmap workspace.
5. Where to Get Help
In-app Intercom widget (top of the application, click the question mark icon)
Email — support@trychain.com or your CSM directly
Slack — enterprise customers can request to be added to our Slack channels for real-time, enterprise support
Let us know if there’s anything you’d like us to add to this FAQ. We want onboarding to be fast, clear, and efficient for your team.