Template: FAQ + Knowledge Base
Support pages should be scannable first, detailed second.
This layout combines topic index cards with expandable answers and escalation routes.
Categories
- Getting started
- Billing and plans
- Technical troubleshooting
- Security and compliance
Common questions
Where should new users start?
Start with onboarding documentation that includes account setup, permissions, and the first successful task.
How should incidents be reported?
Use a standard incident intake form with severity, impact scope, and reproduction steps.
When should support escalate?
Escalate when business impact is high, security risk is involved, or troubleshooting exceeds the standard SLA window.
Final block: include a clear escalation path with expected response times.