From 008b488e8a6b4af77445f6d2539856a0fedb9afa Mon Sep 17 00:00:00 2001 From: Kyle McLaren Date: Fri, 8 Sep 2023 17:40:24 +0200 Subject: [PATCH 1/3] working with support first pass --- about/support.html.md | 11 +++++++++++ 1 file changed, 11 insertions(+) diff --git a/about/support.html.md b/about/support.html.md index 8fb39eed86..9ee5b8e0f2 100644 --- a/about/support.html.md +++ b/about/support.html.md @@ -30,5 +30,16 @@ Customers on [Launch, Scale, and Enterprise plans](https://fly.io/plans) have ac Your support address is in the [Fly.io dashboard](https://fly.io/dashboard). Select your organization, and look for your Support email address in the Billing section. +## Working with support +We understand that describing software issues can sometimes be challenging. Providing a clear and detailed description of the problem, including any noticeable symptoms and relevant artifacts, can greatly assist us in identifying similar cases and expediting the resolution process. If we can quickly find a similar issue, we'll work to resolve it promptly. Conversely, if the problem is more complex, we'll involve specialized resources to address it. + +Additionally, when assessing the severity of an issue, we consider not only technical aspects but also how it impacts your business. We aim to understand the broader context to prioritize our response appropriately. + +Here are some things that would be good to incude in your ticket: +- App name +- Specific errors in your app logs or browser +- Timestamps for when the issue occured +- Prepending `LOG_LEVEL=debug` to any flyctl command will give us a great level of insight into the lower-level API calls being made + ## Other questions? For questions about a specific invoice or account management issues, email us at [billing@fly.io](mailto:billing@fly.io). From 128fc7019bd4852e03026d84324dc38c2ba5e158 Mon Sep 17 00:00:00 2001 From: Kyle McLaren Date: Mon, 11 Sep 2023 13:14:09 +0200 Subject: [PATCH 2/3] Updates --- about/support.html.md | 14 ++++++++------ 1 file changed, 8 insertions(+), 6 deletions(-) diff --git a/about/support.html.md b/about/support.html.md index 9ee5b8e0f2..ab47219209 100644 --- a/about/support.html.md +++ b/about/support.html.md @@ -31,15 +31,17 @@ Customers on [Launch, Scale, and Enterprise plans](https://fly.io/plans) have ac Your support address is in the [Fly.io dashboard](https://fly.io/dashboard). Select your organization, and look for your Support email address in the Billing section. ## Working with support -We understand that describing software issues can sometimes be challenging. Providing a clear and detailed description of the problem, including any noticeable symptoms and relevant artifacts, can greatly assist us in identifying similar cases and expediting the resolution process. If we can quickly find a similar issue, we'll work to resolve it promptly. Conversely, if the problem is more complex, we'll involve specialized resources to address it. - -Additionally, when assessing the severity of an issue, we consider not only technical aspects but also how it impacts your business. We aim to understand the broader context to prioritize our response appropriately. +We understand that describing technical issues can sometimes be challenging. Providing a clear and detailed description of the problem, including any noticeable symptoms and relevant artifacts, can greatly assist us in identifying similar cases and speeding up the resolution process. Here are some things that would be good to incude in your ticket: -- App name -- Specific errors in your app logs or browser -- Timestamps for when the issue occured +- Your app name and/or Machine ID +- Specific errors in your app logs or browser. What you observed (e.g. 'it threw a 500 error') +- What you were trying to achieve (e.g. deploy the application) +- What you did (e.g. I ran fly deploy) +- UTC timestamps for when the issue occured - Prepending `LOG_LEVEL=debug` to any flyctl command will give us a great level of insight into the lower-level API calls being made +- If you are sending us error messages or log output, it's best to send that as plain text in the body of the email (or upload a .txt or .log file for longer outputs), rather than attched screenshots of your terminal window. + ## Other questions? For questions about a specific invoice or account management issues, email us at [billing@fly.io](mailto:billing@fly.io). From eb9dc524718d5407aa31008f2d6172dc2a414c9d Mon Sep 17 00:00:00 2001 From: Kyle McLaren Date: Mon, 11 Sep 2023 13:22:05 +0200 Subject: [PATCH 3/3] typo --- about/support.html.md | 3 +-- 1 file changed, 1 insertion(+), 2 deletions(-) diff --git a/about/support.html.md b/about/support.html.md index ab47219209..59045deb19 100644 --- a/about/support.html.md +++ b/about/support.html.md @@ -40,8 +40,7 @@ Here are some things that would be good to incude in your ticket: - What you did (e.g. I ran fly deploy) - UTC timestamps for when the issue occured - Prepending `LOG_LEVEL=debug` to any flyctl command will give us a great level of insight into the lower-level API calls being made -- If you are sending us error messages or log output, it's best to send that as plain text in the body of the email (or upload a .txt or .log file for longer outputs), rather than attched screenshots of your terminal window. - +- If you are sending us error messages or log output, it's best to send that as plain text in the body of the email (or upload a .txt or .log file for longer outputs), rather than attached screenshots of your terminal window. ## Other questions? For questions about a specific invoice or account management issues, email us at [billing@fly.io](mailto:billing@fly.io).