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.
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Your full contact details (Name, Company Name, Contact Number, Email Address, Tenant Name).
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Product with which you are experiencing an issue.
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Description of the issue you are currently experiencing.
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Whether you are still implementing the product, or are already in production (live).
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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.
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The urgency and business impact of the issue and any timelines of which SaaS Support should be aware.
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Whether you have a workaround to the issue you’ve reported. If so, please briefly explain the workaround.
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Whether the problem is reproducible. If so, provide the step-by-step process to reproduce the issue.
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Whether this was previously working in your production tenant. If so, when did it last run successfully?
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The expected outcome and the actual outcome.
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If applicable, please include any logs, screenshots, and the date/time of any errors. Logs and screenshots can be attached to the case.
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If your issue involves identities or accounts, please list impacted user identities and/or accounts.
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If your issue involves a source, please include the source name.
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In addition, if you are experiencing issues with a specific connector, please provide:
