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:	`8e07ad3`
Status:	✅ Deploy successful!
Preview URL:	https://c07b13a5.localstack-docs.pages.dev
Branch Preview URL:	https://docs-snow-help-support-impro.localstack-docs.pages.dev

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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.

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

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

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quetzalliwrites commented Feb 13, 2026

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komarkovich commented Feb 16, 2026

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