Deciding what to send us.
WHAT TO SEND US
Server-level errors Resource limits you cannot explain Mail delivery problems where the server is refusing Anything affecting several accounts simultaneously Certificate issues you cannot resolve Anything you have diagnosed as being outside the account
WHAT NOT TO SEND US
Application errors in a client's site Plugin conflicts Content questions Anything you have not looked at yet
WHY THE DISTINCTION MATTERS
You are the support provider for your clients. Passing their questions through adds a layer and slows everything.
It also teaches clients that you do not resolve things, which undermines what they are paying for.
THE DIAGNOSTIC WORK
Establish where the problem is before escalating. That is the value you add.
WHEN YOU GENUINELY DO NOT KNOW
Ask. "I have checked these things and cannot determine the cause" is a legitimate ticket.
We would rather that than you guessing in front of a client.
WHAT TO TELL THE CLIENT MEANWHILE
That you are investigating, and when you will update them. Not that you have contacted the provider.
