Your tools should
help you work.

When to talk with us.

• An application is not behaving as expected

  Explain which task is failing, what you see on screen, and whether other people experience the same problem.

• Your team needs help using its tools

  Bring the question or workflow you want to understand. We can discuss what assistance fits the application.

• You’re working through a software change

  Tell us which tools are involved and what your team needs to accomplish.

Define the work around your needs.

Software varies widely. We confirm the applications involved, access requirements, and what we can help with before defining the work. Licenses and vendor-controlled changes are discussed separately.

Useful details for the first conversation.

• Application names and versions, if known.
• A short description or non-sensitive screenshot of the problem.
• Whether the issue affects one person or the wider team.

Please keep passwords, recovery codes, and confidential business or customer information out of an initial inquiry.

Make the information easier to follow.

Explore sample document formats for organizing device information and recording next steps. They use illustrative data and can help you picture the information to discuss.