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How to ask technical support

Although it may not be immediately apparent at first glance, phrasing your support questions correctly plays a key role. Often we come across queries that are so vague that even the most experienced expert cannot understand what is going on. For this reason, we decided to create this article to standardize the rules and procedures for communicating with support.

Customers often send us a query that we don't really understand, for example:

  • I can't see the image - where, on what, how are you tracking?
  • I turn the device on, but I can't see anything - and did the light bulb in your room burst?
  • When the power goes out and the power comes back on, the camera system does not start automatically. You need to connect a monitor to the recorder and log into the device then everything works normally. - how do you log into the device when it doesn't start?
  • application not running - and have you checked if it has legs?
  • the device doesn't go - and you have it in a socket?

We have taken the liberty of making light of the situation and phrasing our additional questions with hyperbole for the purpose of the demonstration, but it is clear here that we really can't answer such questions.

What is the right way to ask?

Every technical support query should contain some basic information that will help us navigate the query and ensure that the issue is resolved:

Necessary