1. Name the exact product surface
Start every support request by naming the exact DeepBrainz surface involved. `DeepBrainz` alone is too broad when the real issue is Lexopedia access, AgentFoundry workflow setup, a Labs page, or a Hugging Face model question.
- Examples: Lexopedia AI, AgentFoundry, DeepBrainz Help Center, DeepBrainz Labs, DeepBrainz-R on Hugging Face.
- Include the exact URL when possible.
2. Use one primary account email per thread
If access, billing, or pilot approval is tied to a specific email, include that email clearly so the team can search the right records and avoid back-and-forth.
3. Billing and pilot questions need supporting detail
If you are asking about billing, plans, pilot access, or commercial evaluation, include the proposal, invite, workspace, or earlier conversation you are referring to. That matters more than a generic `billing issue` subject line.
- State whether this is self-serve use, a pilot, a team evaluation, or a commercial conversation.
- State whether the problem is access, pricing clarity, invoice clarity, or entitlement mismatch.
- Include relevant dates or screenshots when they explain the issue faster.
4. Do not send secrets
Never paste API keys, passwords, private credentials, or confidential customer data into a support request unless the team explicitly gives you a secure process for it.
5. Route urgent blockers clearly
If a problem is blocking a live evaluation, launch, demo, or customer-facing workflow, say that directly. Urgency is easier to triage when the impact is explicit.