# Guidelines for Support

{% hint style="info" %} <mark style="color:blue;">When seeking technical support assistance, providing the following information can significantly improve the efficiency and effectiveness of the support process.</mark>
{% endhint %}

## <mark style="color:blue;">**Description of the Issue**</mark><mark style="color:blue;">:</mark>

A detailed explanation of the problem the client is facing, including any error messages, codes, or unusual behavior they have observed.

***

## <mark style="color:blue;">**Device and Operating System Details**</mark><mark style="color:blue;">:</mark>

The specific device (e.g., laptop, desktop, smartphone) and the operating system (e.g., Windows 10, macOS Big Sur, iOS 14) being used.

***

## <mark style="color:blue;">**Software and Application Information**</mark><mark style="color:blue;">:</mark>&#x20;

If the issue relates to a specific software program or application, provide its name, version, and any recent updates or changes made.

***

## <mark style="color:blue;">**Network Information**</mark><mark style="color:blue;">:</mark>&#x20;

If the problem involves network-related issues (e.g., internet connectivity, network printing), include details about the network setup, Wi-Fi/router information, and any recent changes to the network configuration.

***

## <mark style="color:blue;">**Steps Taken to Reproduce the Issue**</mark><mark style="color:blue;">:</mark>&#x20;

A step-by-step account of what the client was doing when the problem occurred can help in replicating the issue for troubleshooting purposes.

#### Bad Example: <a href="#id-633c" id="id-633c"></a>

Step1: open <http://mywebsite.com/page1\\>
Step2: observe the field is now empty whereas it was filled in before\
Step3: I was logged in with USER1

#### **Good Example:**

1/ go to <http://mywebsite.com/page1\\>
2/ log in as USER1 : LOGIN / PASSWORD\
3/ observe the field is filled in\
4/ go to <http://mywebsite.com/page2\\>
5/ do action ACTION1\
6/ go back to <http://mywebsite.com/page1\\>
7/ observe the field is now empty

***

## <mark style="color:blue;">**Recent Changes or Updates**</mark><mark style="color:blue;">:</mark>&#x20;

If any software, hardware, or system updates were installed shortly before the problem started, provide details about them.

***

## <mark style="color:blue;">**Screenshot or Video**</mark><mark style="color:blue;">:</mark>&#x20;

If possible, attaching a screenshot or recording a video demonstrating the issue can be incredibly helpful for the support team to visually understand the problem.

<figure><img src="/files/5VYUUcHavsa5cQZhkiLz" alt=""><figcaption><p>Screenshot of an error message</p></figcaption></figure>

***

## <mark style="color:blue;">**Error Logs**</mark><mark style="color:blue;">:</mark>&#x20;

If there are any relevant error logs or crash reports, provide them as they can offer valuable insights into the root cause of the issue. If you receive and error in Nexport Campus similar to the image below, click on the "technical details" link to show the relevant details to include in the technical support request.

<figure><img src="/files/4DHDI8p1BjL5KO9GMZIc" alt=""><figcaption></figcaption></figure>

***

## <mark style="color:blue;">**Relevant Account Information**</mark><mark style="color:blue;">:</mark>&#x20;

If the problem is related to an online account or service, providing relevant usernames, account numbers, or service IDs can aid in investigation.

***

## <mark style="color:blue;">**Environment Details**</mark><mark style="color:blue;">:</mark>&#x20;

Mention any other relevant environmental information, such as external peripherals connected, software installed, or any other factors that might be affecting the system.

***

## <mark style="color:blue;">**Contact Information**</mark><mark style="color:blue;">:</mark>&#x20;

Name, email address, and phone number for communication regarding the issue.

***

By providing these details, you are helping our technical support teams to better understand the issue and potentially resolve it more efficiently. We encourage you to be as specific and thorough as possible when submitting your technical support requests, as the information can save time and lead to quicker resolutions.


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