Requesting support is sometimes tricky, especially in the heat of the moment when you have a critical issue. However, the more information you provide in your support request, the quicker it will be resolved. To coin a phrase 'Help me to help you!' Thanks Tom ...

• Use existing resources at hand to find the answer to your question eg. FAQ, manual, forums, blogs, web searches, etc.
• Ensure that the problem is not caused by an oversight on your part
• When sending a support email
  • use meaningful, specific subject headers
  • make it easy to reply
  • write in clear, grammatically correct, correctly spelled and concise language
  • limit each request to one specific subject rather than asking numerous unrelated questions
  • explain the steps you took to reach the problematic outcome
  • if you have error messages, send these in text or image format; if images, use jpg or png ( not MS Word )
  • send questions and attachments in accessible and standard formats ( eg. PDF or text )
  • be precise and informative about your issue
  • describe the symptoms not your guesses
  • describe your symptoms in chronological order
• Courtesy never hurts, and always helps
• Supply a solution if you've found one
• Use proper email etiquette
  • don't use uppercase excessively
  • don't repeat
  • check your spelling/grammar
  • don't cc addresses that are not directly related to the email and other recipients ( use bcc )
  • use text email where possible ( instead of rich text or html )

Some specific support request examples

My email / email server is not working / email was not delivered

• Do you have any other accounts that are also problematic?
• Do you have internet access?
• When was the last time it worked?
• Who are you sending to?
• What is your email address?
• Have you received an error message in reply? What is it?
• Check your content carefully for items that may be blocked by spam filters

Installation of a network device / firewall

• IP address, network mask and gateway
• VLAN ID
• DNS ( ISP or internal )
• Network ranges in use
• Other routed devices on the network
• Is it the Internet gateway device? Yes, provide ISP login details
• Is there a modem? Yes, provide IP addressing, login, model
• Dynamic DNS required? Yes, supply service, hostname and login
• Static gateways
• Special protocol support ( eg. gre, pptp, ftp, etc )
• Rulesets ( what traffic to allow or disallow )
• Transparent redirection for HTTP proxy traffic?
• Authentication?

Installation of a server

• Applications required ( eg. proxy, content filter, email, antivirus, file-sharing, etc. )
• IP address, network mask and gateway
• DNS ( ISP or internal )
• Dynamic DNS required? Yes, supply hostname and login
• Do you require backups? Yes, supply backup devices and backup method ( eg. daily full, continuous incremental )
• File server? Yes, supply user-list, domain/workgroup name, integration with existing services

Installation of an email server

• IP address, network mask and gateway
• DNS ( ISP or internal )
• Dynamic DNS required? Yes, supply hostname and login
• Domains(s)
• Virtual hosting ( ie. multiple domains ) required?
• Webmail?
• Anti-virus and anti-spam?
• Greylisting?
• Access lists
• TLS encryption?
• Mail stats/graphing?
• Mail reports?
• Anti-virus stats/graphing?

My device is not working ( correctly )

• What is it?
• What is the brand and model?
• Symptoms?
• What troubleshooting steps have you taken?
• Have you requested support from the vendor you purchased the device from?
• Have you updated drivers and/or firmware?
• What is the current firmware/driver level?

My printer is not printing

• Is your printer switched on AND online?
• Is there paper in the paper tray?
• Are there any paper jams?
• Are there any errors on the printer display panel?
• Is one ( or more ) of the ink tanks empty

My PC shows a blue screen when starting

• Was any new software ( including Windows updates ), recently installed?
• Have you recently installed a new item of hardware ( including external items like scanners, memory sticks, etc. )
• Have you recently updated any drivers or firmware?
• Take a careful note of the STOP ERROR codes listed at the bottom of the screen and relay these in your support request