The article provides guidance on navigating and utilizing the Bugcrowd Support portal for researchers and customers. It emphasizes the importance of providing excellent support while personalizing and humanizing the experience. The article highlights various resources available, including self-service solutions, documentation, and community forums, to help users find answers to their questions or needs before reaching out to the support team. It also explains how to reach out to the Bugcrowd Support team through the portal, provides information on what the team can assist with, and outlines the service level objectives (SLOs) for response times. The article aims to create a productive and efficient support experience while acknowledging that the infosec industry is still relatively new and the support team is learning alongside users.