The Web3 Foundation has announced plans to gradually discontinue the official customer support operations for Polkadot. According to ChainCatcher, this decision comes as the Polkadot ecosystem continues to mature, prompting a strategic shift from expanding centralized support functions to prioritizing the development of more intuitive and autonomous products and user interfaces, thereby reducing user reliance on customer support from a system design perspective.
Following the announcement, the official support contact form will remain open for one week before being permanently closed, although any remaining submitted tickets will still be processed. Additionally, the AI chatbot will be taken offline. The existing support page knowledge base will be temporarily retained but will no longer receive updates or maintenance. Moving forward, user assistance and support efforts will be fully transitioned to the decentralized community. The foundation recommends users seek help through Polkadot community channels such as Discord, Reddit, and Telegram.