Support Options
Getting the right support at the right time helps you move faster and solve problems efficiently. This guide explains which support channel to use based on your needs and membership tier.
When to Use Intercom Support
Use Intercom for technical issues only—problems related to how the platform works or isn't working as expected. You can access Intercom support by clicking on the chat icon at the bottom right of the platform. Technical support specialists can troubleshoot platform-specific problems and escalate bugs to the development team.
Examples of Intercom-appropriate issues:
Platform bugs or errors
Login or access problems
Features not functioning correctly
If you don’t see the Intercom chat icon in the bottom-right corner of the AI Acquisition platform, check whether any ad blockers are enabled.
When to Ask in Slack
Slack is your primary channel for strategy questions, implementation guidance, and ongoing support. Your access level depends on your membership tier.
Who has Slack access:
Launchpad members: Unlimited access to executives and top experts
Accelerator members: Unlimited access to leaders and directors
Incubator members: Limited access through designated channels
Best practices for Slack support:
Post questions in public channels rather than DMs for better visibility and faster responses
Tag specific team members if you need priority attention
Use channels for strategy, deliverables review, and implementation questions
While DMs are allowed, posting in channels helps other members learn from your questions and creates a searchable knowledge base for the community.
When to Join Zoom Breakout Rooms
Zoom breakout rooms provide live, one-to-one support for real-time problem-solving and deliverables review. These replace traditional scheduled one-to-one sessions with drop-in availability.
Availability by tier:
Launchpad: Access to executives, 6am–10pm ET, Monday–Friday
Accelerator: Access to leaders and directors, 8am–6pm ET, Monday–Friday
How breakout rooms work:
Join any open breakout room during available hours
Concierges will direct you to the right expert based on your needs
No appointment needed—just drop in when you need support
Use for live troubleshooting, deliverables review, or immediate questions
You don't have to wait for scheduled sessions. If you have questions or need clarification, jump into a breakout room for immediate one-to-one support.
Support Tier Differences
Your membership tier determines which support channels you can access and which team members are available to help you.
Launchpad Tier
Slack access: Unlimited access to executives and top experts
Zoom breakout rooms: 6am–10pm ET, Monday–Friday (14-hour window)
Support personnel: Executive team and senior experts
Best for: High-touch support with extended availability
Accelerator Tier
Slack access: Unlimited access to leaders and directors
Zoom breakout rooms: 8am–6pm ET, Monday–Friday (10-hour window)
Support personnel: Team leaders and directors
Best for: Dedicated support during standard business hours
Incubator Tier
Slack access: Limited through designated channels
Zoom breakout rooms: Not included in this tier
Support personnel: Community support and designated channels
Best for: Self-directed learning with community assistance
Support access is automatically adjusted when you upgrade or change tiers. Check your membership level to confirm which channels are available to you.
How to Book Special Ops Calls
Special Ops calls give you access to senior team members for intensive one-to-one sessions. The Special Ops team includes senior leaders who maintain open calendars specifically for member support.
When to book a Special Ops call:
You need more support than breakout rooms provide
You don't understand how to access drop-in sessions or breakout rooms
You need to speak with senior directors beyond the standard support team
You require escalation or specialized assistance
Special Ops availability:
Launchpad members: 6am–10pm ET (14-hour daily availability)
Accelerator members: 8am–6pm ET (10-hour daily availability)
Special Ops team members keep their calendars open throughout these hours specifically to support members who need intensive assistance or escalation.
How to book:
If you're on Launchpad or Accelerator and need a Special Ops session, message the team to schedule your call. If you're unsure how to book or need immediate assistance, jump into a breakout room and the concierge can connect you with the Special Ops team.
Quick Decision Guide
Not sure which support channel to use? Follow this guide:
Platform bug or technical error? → Use Intercom
Strategy or implementation question? → Ask in Slack channels
Need live troubleshooting right now? → Join a Zoom breakout room
Need intensive one-to-one time with senior team? → Book a Special Ops call
Unsure where to start? → Post in Slack or jump into a breakout room
When in doubt, start with Slack channels or breakout rooms. The team can redirect you to the right channel if needed, and you'll often get your answer immediately.