01
The affected task
Explain what the user is trying to do, which system is involved and whether the issue affects one person or a wider team.
Technical assistance
Start with the task your team cannot complete.
An account, device or connected system can interrupt work in different ways. Explain the task affected and the people involved so a support discussion starts with the business impact, rather than an assumption about which tool needs changing.
Make the issue easier to understand
02
Evidence and recent changes
Include the exact error, relevant timing and steps that reproduce the issue. Mention recent updates or configuration changes and remove private data from screenshots.
03
Access and authorization
Confirm who owns the system and can approve changes. Use an agreed secure process for any access needed; keep passwords and recovery codes out of ordinary messages.
Separate troubleshooting from planned improvements
01
Existing product support
For a Bazecity product or service already in use, open the appropriate support request with the product version and purchase or service reference.
02
Maintenance requirements
Describe the systems and recurring checks you want covered. Availability, response arrangements and ongoing responsibilities depend on the agreed service.
03
A change to the system
New features, migrations and additional integrations may require a separate project scope. Describe the desired behavior clearly so it can be assessed.
Keep one history for the same issue.
Use the existing support conversation for follow-up and provide the result of earlier checks. For a new environment or ongoing support requirement, request a scoped discussion.
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Make the problem specific enough to investigate.
Explain the impact and the access available
Record what changed, who is affected and whether the problem can be repeated. Identify the systems involved and who is authorised to provide access. Do not send passwords in an open enquiry. A clear description helps distinguish a configuration issue, a third-party service problem and work that needs a more detailed technical review.
Define a support arrangement deliberately
A general enquiry does not establish round-the-clock monitoring, on-site attendance or a response guarantee. Confirm what remote help can cover, which supplier owns each service and what ongoing administration is required. Where a problem belongs to an existing Bazecity product or hosting service, use that account’s support route to retain the relevant history.