# 09. Support playbook

## Support entry points (recommended)
- WhatsApp support link with prefilled message containing `TENANT_REF`
- Email support address with subject containing `TENANT_REF`
- “Installation help” page linked from:
  - Landing page
  - Paid page
  - START_HERE.html

## Minimum support info to ask customers for
- `TENANT_REF` (from `TENANT_REF.txt` in kit)
- Their OS (Windows/Mac/Linux)
- The exact error message (copy/paste)
- If WordPress connect issue: WP URL and whether REST is blocked
- Do not request screenshots of `.env` unless absolutely necessary

## Escalation
- If install fails: ask them to run the installer again and share the first 20 lines of output
- If WP fails: ask them to run the WP test post again and share the full response snippet
