Revert Zendesk portal → support@pulumi.com link swap (#20868)

[CamSoper]

Proposed changes

Reverts #20868, restoring the Pulumi support portal links on all three pages it touched:

• /docs/support/getting-support/ — the "Direct email support" bullet points back at the Pulumi support portal instead of support@pulumi.com.
• /docs/administration/onboarding-guide/choose-edition/ — back to "Access your support through the support portal…".
• /security/ — back to "For non-critical matters please file an issue with Pulumi support".

Requested by Kelsey Dirks: the reworded bullet reads as though email is the only support channel we offer. A wider rework of the getting-support page is expected in the next week or so, so this puts the page back to its prior state in the meantime.

This is a clean git revert of 118e981 — no other content changed.

Related issues (optional)

Revert requested in Slack: https://pulumi.slack.com/archives/C85BS3LJZ/p1787322371229689?thread_ts=1786642291.773499&cid=C85BS3LJZ

Reverts #20868

---

Generated by Claude Code

[unblocked]

✅ No issues found

About Unblocked

Unblocked has been set up to automatically review your team's pull requests to identify genuine bugs and issues.

📖 Documentation — Learn more in our docs.

💬 Ask questions — Mention @unblocked to request a review or summary, or ask follow-up questions.

👍 Give feedback — React to comments with 👍 or 👎 to help us improve.

⚙️ Customize — Adjust settings in your preferences.

[pulumi-bot]

Your site preview for commit f4f7edb is ready! 🎉

http://www-testing-pulumi-docs-origin-pr-21048-f4f7edb7.s3-website.us-west-2.amazonaws.com

Changed pages:

• /docs/administration/onboarding-guide/choose-edition/
• /docs/support/getting-support/
• /security/

[github-actions]

Pre-merge Review — Last updated 2026-08-21T15:12:13Z

Tip

Summary: This PR reverts #20868, restoring three support@pulumi.com mailto links to the Zendesk support portal (https://support.pulumi.com/) on the onboarding edition-chooser, the getting-support page, and the security page. The failure mode that would hurt a reader here is being pointed at a support channel that doesn't reach a human — so the review focused on where the rest of the site sends people and whether these three destinations agree with it. A sweep of every support-contact reference under content/ shows the portal URL is the established convention (20+ pages, including /contact/, the SAML and SCIM troubleshooting guides, and the self-hosting API reference), so this revert restores consistency rather than breaking it. Passes run: cited-link fetches, a frontmatter sweep, and a cross-page consistency read of the support-contact references. One wording nit remains where a restored bullet is still labeled "Direct email support" while linking to a web portal.

Review confidence:

Dimension	Level	Notes
mechanics	HIGH
facts	MEDIUM	support.pulumi.com returns HTTP 403 to automated fetches, so the portal pages couldn't be read directly; the URL is corroborated by its use across the rest of the site.
cross-sibling consistency	HIGH

Investigation log

• Cross-sibling reads: 3 of 3 siblings
• External claim verification: 2 of 8 claims verified (4 unverifiable, 0 contradicted) · 4 specialists (numerical, cross-reference, capability, framing); 0 cross-specialist corroborations · routed: 0 inline, 5 Pass 1, 3 Pass 2 (verified 0, contradicted 0, unverifiable 3), 0 Pass 3.
• Cited-claim spot-checks: 3 of 3 cited claims fetched and compared
• Frontmatter sweep: ran on body + meta_desc
• Temporal-trigger sweep: not run (no trigger words)
• Code execution: not run (no static/programs/ change)
• Code-examples checks: not run (no fenced code blocks in content files)
• Editorial-balance pass: not run (not under content/blog/)

🚨 Outstanding	⚠️ Low-confidence	💡 Pre-existing	✅ Resolved
0	1	0	0

🔍 Verification trail

9 claims extracted · 2 verified · 4 unverifiable · 0 contradicted

• L38 in content/docs/administration/onboarding-guide/choose-edition.md "Pulumi's Priority access offering includes prioritized bugs and feature requests, plus product roadmap reviews." → 🤷 unverifiable (evidence: The claim restates content/docs/administration/onboarding-guide/choose-edition.md itself ("Priority access: Prioritized bugs and feature requests, plus product roadmap reviews"), which is the file under review — not independent evidence.…; source: repo:content/docs/administration/onboarding-guide/choose-edition.md; repo:content/pricing/_index.md)
• L39 in content/docs/administration/onboarding-guide/choose-edition.md "Pulumi's Custom training offering includes tailored onboarding and ongoing training for the customer's team." → ➖ not-a-claim (evidence: The line is Pulumi's own description of what its Enterprise/Business Critical edition includes ("Custom training: Tailored onboarding and ongoing training for your team"), part of a first-party feature list rather than a…; source: repo:content/docs/administration/onboarding-guide/choose-edition.md)
• L41 in content/docs/administration/onboarding-guide/choose-edition.md "Enterprise or Business Critical edition customers can access Pulumi support through the support portal at https://support.pulumi.com/hc/en-us." → 🤷 unverifiable (evidence: The cited URL https://support.pulumi.com/hc/en-us returned HTTP 403 Forbidden on fetch, likely due to bot/anti-scraping protection rather than the page being genuinely down (support portals commonly block automated fetches while…; source: https://support.pulumi.com/hc/en-us; intuition: 403 may be a bot-blocking artifact rather than a true dead link; a manual browser check would likely resolve this…)
• L28 in content/docs/support/getting-support.md "Customers on a paid Pulumi support plan have access to direct support channels with response-time commitments." → ✅ verified (framing: Pricing page specifies "12x5, 24x7 support" tiers for Enterprise/Business Critical editions specifically; claim generalizes to "a paid support plan" which is…; evidence: The pricing FAQ independently corroborates paid response-time-committed support channels: "12 x 5, 24 x 7 support, professional and advising services, and private Slack channel are available to purchase in the Enterprise and Business…; source: repo:content/pricing/_index.md (line 186))
• L28-31 in content/docs/support/getting-support.md "Customers on a paid Pulumi support plan have access to direct support channels with response-time commitments, including a private chat channel and direct…" → 🤷 unverifiable (evidence: The cited URL https://support.pulumi.com/ returned HTTP 403 Forbidden with an empty body, so no supporting passage could be retrieved to confirm or deny the claim about paid support plan channels.; source: https://support.pulumi.com/; intuition: 403 responses can indicate bot-blocking rather than a true dead link, but per source discipline rules a non-2xx…)
• L30 in content/docs/support/getting-support.md "A dedicated private chat channel with Pulumi support staff is available for an organization on a paid support plan." → ✅ verified (evidence: The pricing FAQ corroborates: "12 x 5, 24 x 7 support, professional and advising services, and private Slack channel are available to purchase in the Enterprise and Business Critical editions of Pulumi Cloud," consistent with the…; source: content/pricing/_index.md (FAQ: "How do I get support for Pulumi?"); content/docs/support/getting-support.md)
• L33 in content/docs/support/getting-support.md "Customers on a paid plan who are unsure how to reach their support channel should contact their Pulumi account team." → ➖ not-a-claim (evidence: The line is a verbatim restatement of the same doc's own guidance: "If you are on a paid plan and aren't sure how to reach your support channel, contact your Pulumi account team." This is Pulumi describing its own support process, not a…; source: repo:content/docs/support/getting-support.md)
• L31 in content/docs/support/getting-support.md "Bullet labeled Direct email support now links to a web portal rather than an email address" → 🌀 framing-drift (evidence: the restored line reads - **Direct email support** — Contact Pulumi support directly via the [Pulumi support portal](https://support.pulumi.com/).; the label promises email while the destination is a Zendesk web form; source: content/docs/support/getting-support.md:31)
• L16 in content/security/_index.md "For non-critical matters, Pulumi directs users to file an issue with Pulumi support at https://support.pulumi.com/." → 🤷 unverifiable (evidence: The cited URL https://support.pulumi.com/ returned HTTP 403 Forbidden with an empty body during the pre-fetch, likely due to bot-blocking rather than the page being genuinely down; cannot confirm or deny the claimed content about filing…; source: https://support.pulumi.com/; intuition: 403 with empty body may indicate anti-bot protection rather than a truly dead page; a human browser check could…)

🚨 Outstanding in this PR

No outstanding findings in this PR.

⚠️ Low-confidence

Review each and resolve as appropriate — these don't block the PR.

• [L31] content/docs/support/getting-support.md — "Direct email support — Contact Pulumi support directly via the Pulumi support portal." — verdict: framing-drift. The bold label still says email, but the link now goes to a Zendesk web form; a reader scanning for an address to write to won't find one. The other two files in this PR were reworded to match their new destination ("Access your support through the support portal", "file an issue with Pulumi support") — this bullet is the one that wasn't. Suggest relabeling:

  - **Direct support requests** — Contact Pulumi support directly via the [Pulumi support portal](https://support.pulumi.com/).
  

📋 Triaged verifier findings

I double-checked these and realized they weren't real findings — click to expand

• [L38] content/docs/administration/onboarding-guide/choose-edition.md — "Pulumi's Priority access offering includes prioritized bugs and feature requests, plus product roadmap reviews." — Mis-sourced: the only source consulted was the page under review itself, so there was nothing independent to check against. This is Pulumi's own description of what an edition includes, on a line this PR doesn't touch.

• [L41] content/docs/administration/onboarding-guide/choose-edition.md — "Enterprise or Business Critical edition customers can access Pulumi support through the support portal at https://support.pulumi.com/hc/en-us." — Mis-sourced: support.pulumi.com returns HTTP 403 to automated fetches (standard anti-bot protection on the Zendesk portal), not because the page is down. The same URL is already linked from /contact/, content/blog/short-lived-access-tokens/index.md, and content/blog/journaling-ga/index.md.

• [L28-31] content/docs/support/getting-support.md — "Customers on a paid Pulumi support plan have access to direct support channels with response-time commitments, including a private chat channel and direct…" — Mis-sourced: same HTTP 403 on the portal fetch. The substance of the claim is independently corroborated by the pricing FAQ (see the two ✅ verified entries on the trail for L28 and L30).

• [L16] content/security/_index.md — "For non-critical matters, Pulumi directs users to file an issue with Pulumi support at https://support.pulumi.com/." — Mis-sourced: same HTTP 403 on the portal fetch. https://support.pulumi.com/ is the destination used by 20+ other pages under content/, including the redirect target of content/support/_index.md.

💡 Pre-existing issues in touched files (optional)

No pre-existing issues in touched files.

✅ Resolved since last review

No items resolved since the last review.

📜 Review history

• 2026-08-21T15:12:13Z — Revert restores the site-wide support-portal convention; no blockers. One wording nit: a bullet still labeled "Direct email support" now links to a web portal. The four unverifiable claims were triaged as mis-sourced (three HTTP 403 anti-bot responses from the portal, one self-referential source). (f4f7edb)

---

• Refresh this review — comment @claude #update-review. Say what you fixed, or which finding you dispute and why; both work in the same mention.
• Ask for anything else — comment @claude with no hashtag (questions, one-off fixes). Leaves this review untouched.

Important

Please don't hide, resolve, or delete this comment! It breaks things!

📖 How pre-merge review works — the full lifecycle, short-circuits, and escape hatches.