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).
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)
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 business impact caused by 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:
