docs: launch v2 `Help & Support` experience for snow docs by quetzalliwrites · Pull Request #435 · localstack/localstack-docs

quetzalliwrites · 2026-02-13T18:27:56Z

Improve Snowflake's Support & Help visibility via DOC-16

cloudflare-workers-and-pages · 2026-02-13T18:34:36Z

Deploying localstack-docs with Cloudflare Pages

Latest commit:	`9139d25`
Status:	✅ Deploy successful!
Preview URL:	https://a2c80c16.localstack-docs.pages.dev
Branch Preview URL:	https://docs-snow-help-support-impro.localstack-docs.pages.dev

View logs

quetzalliwrites · 2026-02-13T18:52:32Z

@remotesynth facing a tiny bug issue, I come seeking thine wisdom 😸

I put up the new Snow Help & Support PR and the first commit built this:
https://3745df0b.localstack-docs.pages.dev/snowflake/help-support/help-support/

You can see the new Help & Support nav element is rendered correctly in the left hand nav.

But as you can see in the screenshot attached, I realized I should have named the entry file index.md vs repeating help-support.md which is also the directory name.

So then I made that commit update here, but now the Help & Support nav element is gone from the nav, as you can see in latest build url: https://c07b13a5.localstack-docs.pages.dev/

hovaesco · 2026-02-16T09:38:17Z

astro.config.mjs

              slug: 'snowflake/changelog',
            },
+            {
+              label: 'Help & Support',


no icon for Help & Support in the left navigation bar

hovaesco · 2026-02-16T09:40:31Z

src/content/docs/snowflake/help-support/index.md

+| LocalStack for Snowflake documentation | ✅ | ✅ | ✅ |
+| Community support | ✅ | ✅ | ✅ |


is LocalStack for Snowflake documentation a support feature, same question for the community support, Snowflake is not an open source product

Community support is generally a #help channel in our community slack where people can seek help from the community who are using the product.

Documentation and community support is something that we provide to the users therefore they are a support features or resources. Not sure if the Support Features is the right term and we should change it but those needs to be included as they are available to everyone as a help/support resource.

Yeah I agree, wording could be improved a bit, it's more like Support Resources, not Features.

A second vote for naming it "Support Resources"

hovaesco · 2026-02-16T09:40:48Z

src/content/docs/snowflake/help-support/index.md

+| Operational support | ✅ | ✅ | ✅ |
+| 1v1 technical support | ✅ | ✅ | ✅ |
+| Screen sharing sessions |  | ✅ | ✅ |
+| Third-Party Tools |  | ✅ | ✅ |


what are Third-Party tools ?

Any tools that are used to interact with a product (e.g. DBeaver, Flyway)

hovaesco · 2026-02-16T09:47:19Z

src/content/docs/snowflake/help-support/enterprise-support.md

@@ -0,0 +1,72 @@
+---
+title: Enterprise Support


One of the goals of these changes was to improve clarity and visibility around how to submit a ticket/issue for Snowflake. At the moment, it still feels a bit difficult to find this information within the updates.

I would lean towards a simpler approach, with a clearly dedicated section that explains how to submit a ticket I think that would make it much easier for contributors and users to navigate. Curious to learn your thoughts !

hovaesco · 2026-02-16T09:53:13Z

src/content/docs/snowflake/help-support/index.md

+
+#### GitHub Issue
+
+You can use GitHub Issue to:


we could standardize it a bit and ask users to use label Snowflake: general tag to any snowflake issue / feature request

@hovaesco see my comment here. I asked to remove this section as GH issues on localstack/localstack will be turned off with the image consolidation.

@komarkovich thanks for the extra contex, sounds good to me 👍

komarkovich · 2026-02-16T10:42:12Z

Provided my review here

mmaureenliu

I like the comprehensive contents of this new guide, but would like to see some re-structuring. As Przemek commented, the purpose of this guide is to make it easy for users to report a bug or to seek support. All they want to know is how to submit a ticket, but it's still too much reading before they can locate that piece of information. I would suggest some restructuring, e.g.

Start with the briefest overview of localstack support and go straight to "how to raise a support issue". Theses should fit in one screen view without scrolling. Since we don't do open source, the support email and webapp access are universal to all snowflake users.

Still within the same screen, after giving the support channels, we can mention that their subscription may entitle them to VIP support resources (well you'll have better wording than this) so the curious can read on about our support plans. Within each plan, we'll then only need to mention the scope and what additional benefits (beyond the two channels to raise an issue we mentioned above) they have access to.

mmaureenliu · 2026-02-17T11:18:37Z

src/content/docs/snowflake/help-support/index.md

+| LocalStack for Snowflake documentation | ✅ | ✅ | ✅ |
+| Community support | ✅ | ✅ | ✅ |


A second vote for naming it "Support Resources"

mmaureenliu · 2026-02-17T11:20:14Z

src/content/docs/snowflake/help-support/index.md

+
+## Support plans
+
+### Basic support


I think Basic is the support plan for community (and free plan?) and is not relevant to snowflake. Would be very confusing to include here so suggest remove.

mmaureenliu · 2026-02-17T11:21:23Z

src/content/docs/snowflake/help-support/index.md

+
+| **Plan** | **Tier** |
+| --- | --- |
+| Trial | [**Standard Support**](https://docs.localstack.cloud/snowflake/help-support/#standard-support) |


In the preview page this link leads to 404 so just want to check whether it's meant to link to the relevant support plan section below

mmaureenliu · 2026-02-17T11:26:04Z

src/content/docs/snowflake/help-support/index.md

+- [support@localstack.cloud](mailto:support@localstack.cloud)
+- [LocalStack Web Application](https://app.localstack.cloud/?__hstc=108988063.db1b9f760546de73c4f730e19a429eb1.1767872511999.1767885552451.1767972766856.3&__hssc=108988063.1.1767972766856&__hsfp=3587568261)
+
+Providing [detailed information](https://www.notion.so/Snowflake-help-and-support-doc-2e3fc2a234318068aacdf6c1b55e434e?pvs=21) upfront helps our team respond more quickly and efficiently. After submitting, the support team will respond as soon as possible.


"detailed information" links to the internal notion page where this guide originated from. I checked that page and it should link to "reporting an issue below"

mmaureenliu · 2026-02-17T11:29:14Z

src/content/docs/snowflake/help-support/index.md

+- **Customer-Specific Code**: Our support does not extend to the custom code that customers build using LocalStack. This includes debugging, optimizing, or modifying customer-written scripts, applications, or workflows.
+- **Snowflake in Production**: We do not provide support for the deployment, management, or troubleshooting of Snowflake and it’s features in a production environment. Our focus is solely on the emulated services within LocalStack for Snowflake.
+
+#### Channels


If I was the customer, this section is all I care about, and it's still too much effort to find this.

quetzalliwrites · 2026-02-17T13:44:03Z

Great thoughts and feedback @mmaureenliu, ty.

Split monolithic support doc into 5 focused pages: - Overview - Support Plans - Get Help - Report an Issue - Enterprise Support Improves findability, reduces cognitive load, and aligns content with user support workflows.

quetzalliwrites · 2026-03-27T11:53:21Z

Hola @mmaureenliu, I did a thorough review of the feedback, and I realized that addressing each comment at the line level wouldn’t fully resolve the issues. The main problem was structural: the draft needed an information architecture overhaul rather than incremental edits.

As I explained before, I initially misunderstood your ticket to request having it all in a single TOC as Marko's notion doc outlined... my mistake naturally led to my draft becoming a monolithic, hard-to-navigate page. 😸 That’s what we were seeing in draft 1.

In draft 2, I took a step back and reorganized the content into smaller, task-oriented pages based on how users actually approach support (plans, getting help, reporting issues, etc.). This improves findability and reduces cognitive load.

Also, since we discussed that you’ll be OOO for the next two weeks, I prioritized moving this forward, so instead of replying to each individual comment in the PR, I focused on implementing a complete revision and included a detailed explanation of the new structure there.

Happy to walk through it together when you’re back if you want me to! 🙂

quetzalliwrites · 2026-03-27T11:53:53Z

This PR previously combined multiple distinct support concepts into a single doc (plans, channels, troubleshooting, reporting, enterprise workflows), which made it difficult for users to quickly find what they needed.

I’ve restructured this into 5 focused pages:

Overview
Support Plans
Get Help
Report an Issue
Enterprise Support

This change is intentional and based on how users actually approach support:

“What support do I have?” → Support Plans
“Where should I go for help?” → Get Help
“How do I submit an issue?” → Report an Issue
“What do I get as an enterprise customer?” → Enterprise Support

Each page now maps to a specific user task, which improves findability, reduces cognitive load, and avoids duplication across sections.

This also aligns the docs with a more product-oriented support experience, rather than a single aggregated reference page.

mmaureenliu

This new structure looks good and is much easier to navigate - thank you!

I've left a few comments and would like them to be addressed before merge (esp. the ones related to the deprecated github issues) but will pre-approve so you won't be blocked by my unavailability once it's done.

mmaureenliu · 2026-03-27T13:23:28Z

src/content/docs/snowflake/help-support/enterprise-support.md

+The key components of our enterprise support offering include:
+
+- **Direct Slack Connect or Teams Channel**: A dedicated Slack Connect or Teams channel is available to maintain a direct communication link with the LocalStack engineering team. This setup ensures quick issue resolution and streamlined collaboration, improving overall service efficiency.
+  This setup ensures quick issue resolution and streamlined collaboration, improving overall service efficiency.


duplicate line?

mmaureenliu · 2026-03-27T13:35:00Z

src/content/docs/snowflake/help-support/get-help.md

+:::
+
+
+### GitHub Issues


This is no longer available so should be removed.

@komarkovich I have some questions for you regarding raising issues/feature request in github:

For issues, since all snowflake users have access to at least standard support, I'd imagine we prefer a channel that will link to the user's account (i.e. not github)?

For feature requests, I know we are yet to define a clear feature request process, so for now would you prefer if feature requests go to github (https://github.com/orgs/localstack/discussions) or through support email?

You probably want to raise a docs ticket to update the equivalent section in aws docs, now we've closed the issues

mmaureenliu · 2026-03-27T13:36:34Z

src/content/docs/snowflake/help-support/report-issue.md

+Send your request to [support@localstack.cloud](mailto:support@localstack.cloud).
+
+
+### GitHub Issues


Similar to my other comment, this needs updating since we've closed github issues.

@komarkovich also FYI.

mmaureenliu · 2026-03-27T13:39:26Z

src/content/docs/snowflake/help-support/index.md

+
+Use the following sections to find the support option that best fits your needs:
+
+- [Support Plans](/snowflake/help-support/support-plans/): Compare available plans and included features.


Can you move this to after "Report an Issue"? It's not like users will buy ("choose") a support plan after reading this page, but more providing information on what their localstack license entitles them to. I don't think many people are interested, and certainly most people who come here to find out how to report a bug don't really care.

v2 Help & Support experience in snow docs

e2b3051

quetzalliwrites requested review from hovaesco, komarkovich and mmaureenliu February 13, 2026 18:27

quetzalliwrites self-assigned this Feb 13, 2026

quetzalliwrites requested review from HarshCasper and remotesynth as code owners February 13, 2026 18:27

quetzalliwrites added documentation Improvements or additions to documentation snow labels Feb 13, 2026

fix metadata bug

8eb4cf2

fix nav

8e07ad3

hovaesco reviewed Feb 16, 2026

View reviewed changes

mmaureenliu requested changes Feb 17, 2026

View reviewed changes

quetzalliwrites requested review from hovaesco and mmaureenliu March 27, 2026 11:50

Merge branch 'main' into docs-snow-help-support-improved-devex

cc0e08d

quetzalliwrites and others added 4 commits March 27, 2026 13:00

fix hyperlinks

5c1ee2f

fix hyperlinks

68d1e69

fix build

d7844fe

Update index.md

9139d25

mmaureenliu approved these changes Mar 27, 2026

View reviewed changes

		\| LocalStack for Snowflake documentation \| ✅ \| ✅ \| ✅ \|
		\| Community support \| ✅ \| ✅ \| ✅ \|

		Send your request to [support@localstack.cloud](mailto:support@localstack.cloud).


		### GitHub Issues


		Use the following sections to find the support option that best fits your needs:

		- [Support Plans](/snowflake/help-support/support-plans/): Compare available plans and included features.

Conversation

quetzalliwrites commented Feb 13, 2026

Uh oh!

cloudflare-workers-and-pages bot commented Feb 13, 2026 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Deploying localstack-docs with Cloudflare Pages

Uh oh!

quetzalliwrites commented Feb 13, 2026 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

komarkovich commented Feb 16, 2026

Uh oh!

mmaureenliu left a comment

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

quetzalliwrites commented Feb 17, 2026

Uh oh!

quetzalliwrites commented Mar 27, 2026

Uh oh!

quetzalliwrites commented Mar 27, 2026

Uh oh!

mmaureenliu left a comment

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Reviewers

Assignees

Labels

Projects

Milestone

Development

Uh oh!

6 participants

cloudflare-workers-and-pages bot commented Feb 13, 2026 •

edited

Loading

quetzalliwrites commented Feb 13, 2026 •

edited

Loading