What are you using?
Name the relevant product, platform, environment or service.
Give us enough context to diagnose the problem.
Support is most effective when the issue, environment, expected behaviour and operational impact are clear from the first message.
SUPPORT BRIEF
What to include.
A useful first message reduces unnecessary back-and-forth and gives the support path a clearer starting point.
What happened?
Describe the observed behaviour and what you expected instead.
Can the issue be repeated?
Include the steps, device or browser, account or environment context and any relevant error message.
How serious is the issue?
Explain who or what is affected and whether there is an operational workaround.
DIAGNOSTIC PATH
Move from symptom to cause.
Support should make the problem easier to understand before it makes promises about the answer.
Establish the environment.
Confirm the product, device, browser, version, workflow and the point at which behaviour diverges from expectation.
Make the issue repeatable where possible.
A repeatable sequence is easier to isolate than a general description of something that “does not work.”
Separate product behaviour from environment behaviour.
Configuration, network conditions, integrations, permissions and third-party services can all affect the same workflow.
Define the next useful action.
The next step may be a workaround, configuration change, product investigation, documentation route or a different Vidran contact pathway.
USEFUL EVIDENCE
Details that make diagnosis faster.
Versions and conditions
Device, operating system, browser, application version, network context and relevant integration details.
Errors and screenshots
Exact error text, timestamps, non-sensitive screenshots and the point in the workflow where the issue appears.
What changed recently?
New configuration, software updates, permissions, integrations or workflow changes can help narrow the search area.
SECURITY
Do not send secrets in ordinary support email.
Avoid including passwords, API keys, private credentials or unnecessary personal information. If a security issue requires sensitive disclosure, request an appropriate secure channel first.
SUPPORT REQUEST
Send a structured support message.
Include the system, environment, observed behaviour, reproduction steps and operational impact. Do not include passwords or secret credentials.
Email Support