Especially if access was not given to whatever you were trying to access: open a ticket, or send us an email within the hour of it happening.
If for some reason you are occupied, and it does not feel like an emergency to you, at least open the ticket or send us the email within the same work day.
Either option, the ticket or email must be accompanied by:
- Specific and detailed description of the issue. Things like who experienced the issue? When the issue happened? What was the issue? And how the issue came about (How can you replicate the issue?)?
- ONE issue per email or per ticket.
- Screenshots and/or recordings of the issue.
- What other troubleshooting have you done besides the basics? The basics include attempting a hard refresh (Ctrl+F5 on a Windows PC) of your browser. If that did not work, did you clear your internet browser's cache? (A quick Google search can help you out with these two basic troubleshooting methods).
- The version of the browser you were using, and which browser you were using when the issue occured.
- The operating system that you are using, and the version of the operating system that you are using.
- Your internet broadband subscribed speed.
- If you are not in your home region, where you are accessing from?
If you go beyond any of the timeframe mentioned above, or if you did not provide sufficient information about the issue, you have to be mentally prepared for delayed resolution of the issue.