When you need help.
WHAT TO ESTABLISH BEFORE YOU NEED IT
What support your plan includes Hours and channels Response commitments Whether paid support tiers exist
THE SURPRISE
Basic plans frequently include documentation only.
Establish that before depending on the service.
WHAT TO PREPARE WHEN RAISING A CASE
The account and resource identifiers Exactly what is happening When it started What you have already checked Exact error messages
WHAT SLOWS RESOLUTION
Vague descriptions Missing identifiers Not stating what you ruled out
WHAT TO CHECK FIRST
The provider's status page Your own configuration Whether it affects everything or one resource
WHAT SUPPORT WILL NOT DO
Fix your configuration decisions Advise on your architecture, on basic plans
WHAT TO RECORD
The case reference and what was said.
WHAT TO DO MEANWHILE
Keep affected people informed.
