How to Submit a Useful Support Request
A complete support request helps the correct team understand the impact and start investigation sooner.
Include these details
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Organisation and contact name.
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Whether you are a reseller/MSP, affiliate, or end customer.
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Affected customer or tenant, if you are a reseller/MSP.
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Product, workload type, operating system, and agent version where relevant.
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Whether the issue affects one workload, several workloads, or multiple tenants.
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Approximate start time and last known successful event.
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Business impact and urgency.
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Sanitised error wording, activity ID, or alert.
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Safe troubleshooting already completed.
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Whether a restore or disaster-recovery action is required.
Never include
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Passwords or one-time passwords.
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MFA recovery codes.
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Private keys or API secrets.
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Payment card or banking authentication details.
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Personal or customer data not needed to identify the issue.
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Unredacted log bundles in public forms or chat.
Where to submit
Use the support route provided by your MSP/reseller or your contracted service. If you receive service directly from Soteria Cloud, use the support or client-portal option on the Soteria Cloud contact page.
Related help
Do not approve or initiate a restore from public information alone. Restore destinations and authority must be confirmed through the authorised support process.