Support
Support for your existing Ascent service or project.
Describe the issue, the affected service and what you expected to happen so the next step can be identified clearly.
Use the support route and service coverage in your agreement.
Support
Make the issue easier to understand and route
A useful support request gives the affected website or system, the action you attempted, what happened and when you noticed it. Explain whether the issue affects one person or a wider part of the business. A suitable example can help reproduce the problem. Use the support route and service coverage in your agreement. New pages, features or changes to the original requirement may need a separate scope, while problems with existing work need an appropriate investigation. Keep passwords, payment details and private customer records out of an ordinary message. If further access or evidence is needed, use the controlled route agreed for the service. Active incidents should follow the established escalation process for the affected system.
Explore the next step
Make the first support message useful.
Tell us what you want to improve, what is already in place and any constraints. We can then identify the work that fits.