How to Raise Support Tickets with Section Engineers Follow
All Section customers have access to 24x7 Email support through firstname.lastname@example.org or by logging into our Customer Support Portal and opening a new request. Our engineers will be alerted to new and reopened tickets and will respond within 15 minutes.
Here is a list of actions that will enable us to help you as fast as possible:
- Origin testing
Try and reproduce the same issue when connecting directly to the origin.
See: Testing the Origin
If the issue is intermittent, please test a few extra times for good measure.
If the same issue occurs on the origin, then the issue should be investigated there instead of the Section platform. If the issue isn't present on the origin, proceed to the following step.
- Save a HAR file
A HAR file can contain some excellent information that we can use to trace a request through our platform. See: Creating a HAR record for a session
- Open a support ticket
Open a support ticket and please provide as many details about the issue as possible, such as:
- URL where the issue can be seen.
- List of actions to reproduce the issue.
- HAR File from step 2
Following the above steps means that our engineers can immediately tackle the problem at hand instead of writing a reply requesting more details.