Conditions for Remote Sessions

Before scheduling a remote troubleshooting session, we are required to perform a thorough review of your issue. This policy ensures effective use of meeting time and faster problem resolution.

Required Information

Please provide the following before requesting a remote session:

1. Detailed Issue Description
   • Clear explanation of the problem
   • When the issue started occurring
   • Any error messages received
2. Steps to Reproduce
   • Numbered list of actions that trigger the issue
   • Expected vs. actual behavior
   • Frequency of occurrence (always, intermittent, etc.)
3. Visual Documentation
   • Screenshots of error messages
   • Video recording of the issue (if applicable)
   • Any relevant system messages or errors
4. System Logs
   • Complete log files covering the period when the issue occurred
   • Any relevant diagnostic information
   • System configuration details

This approach promotes:

Effective Use of Meeting Time

Providing a comprehensive description of the issue, along with reproduction steps, helps our support team understand the problem thoroughly. This allows us to prepare and address the issue more efficiently during our session, minimizing the time you spend waiting for a resolution.

Swift Issue Resolution

Detailed information, including screenshots or videos (if applicable) and a full set of logs capturing a reproduction of the issue, enables our team to diagnose and resolve problems more quickly. This reduces the need for back and forth and speeds up the overall resolution process.

Next Steps

1. Submit all required information through our support portal
2. Our team will review your case and share our findings.
3. If it is determined to be necessary to resolve the issue, we will share a link with you to schedule a meeting.

Notes

• Remote sessions requested without this information will need to be rescheduled until all required documentation is provided.
• If Support reviews the issue thoroughly and determines that a remote session is necessary to resolve the issue, a scheduling link will be provided.
• Remote sessions cannot be offered to diagnose network or environmental issues.  Any requests for a meeting or remote session for such tasks will be rejected.