Strategic Shift: From Centralized Support to Self-Service Experience
As the Polkadot ecosystem continues to evolve, the Web3 Foundation has announced a major shift in its support strategy. The organization revealed that it will no longer focus on expanding centralized customer service, but instead prioritize building more intuitive and self-sufficient product interfaces.
This transformation aims to reduce users' reliance on manual support through system design, while enhancing the overall user experience.
Gradual Shutdown of Support Services
According to the announcement, the official support contact form will remain active for one week after the notice is published before being permanently shut down. Any open tickets submitted before the closure will still be processed.
The AI-powered chatbot will also be taken offline simultaneously. The existing support knowledge base will be preserved but will no longer receive updates or maintenance.
Moving Support to Community-Driven Channels
- Discord
- Telegram
Users are encouraged to seek assistance through Polkadot's active decentralized community channels. The foundation recommends engaging with the community via these platforms for more flexible and real-time support.
This move marks a significant transition from centralized management to a community-led model within the Polkadot ecosystem.