Vendor support can solve problems you cannot. But you must give them the information they need to help efficiently.
Before contacting vendor:
- Check if support contract is active
- Search vendor knowledge base
- Collect device model, serial, software version
What vendors need:
- Device identification
- Exact error messages and symptoms
- Steps to reproduce the problem
- Troubleshooting already attempted
- Log files and show command output
Getting escalated:
- If first-level support cannot help, request escalation
- Document case number and time spent
- Involve your account team for priority issues