SaaS Support Case Checklist

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When contacting SaaS Support regarding a new support issue, please have the following information available. This will ensure the SaaS Support team is able to quickly access your issue and begin working toward a resolution.

• Your full contact details (Name, Company Name, Contact Number, Email Address, Tenant Name).

• Product with which you are experiencing an issue.

• Description of the issue you are currently experiencing.

• Whether you are still implementing the product, or are already in production (live).

• Environment(s) in which you are experiencing the issue. (sandbox, production, both)

• Grant tenant access if needed. This allows the assigned engineer to investigate your issue within the specified tenant. 
• Whether you have raised a support case regarding this, or a similar issue in the past. If so, please provide the case number of the previous case.

• The urgency and business impact of the issue and any timelines of which SaaS Support should be aware.

• Whether you have a workaround to the issue you’ve reported. If so, please briefly explain the workaround.

• Whether the problem is reproducible. If so, provide the step-by-step process to reproduce the issue.

• Whether this was previously working in your production tenant. If so, when did it last run successfully?

• The expected outcome and the actual outcome.

• If applicable, please include any logs, screenshots, and the date/time of any errors. Logs and screenshots can be attached to the case.

• If your issue involves identities or accounts, please list impacted user identities and/or accounts.

• If your issue involves a source, please include the source name.

• In addition, if you are experiencing issues with a specific connector, please provide:

  • affected source name

  • affected source type

  • CCG logs. You can find steps on collecting CCG logs in our Virtual Appliance Troubleshooting Guide.