The evidence baseline support expects before a report is treated as actionable: version, OS, repro, redacted evidence, and the docs page already followed.
- Minimum report checklist
- Redaction rules
- Escalation expectations
- What support will reject as incomplete
Applies to
WindowsmacOSLinux
Covers
SupportTroubleshooting
Support standard
Minimum useful report
Every support report should include:
- version from the About panel
- operating system and install type
- exact repro steps
- expected and actual result
- redacted screenshots, scan output, or diagnostics evidence
- the documentation page already followed
What support expects first
Good support starts with evidence and reproducibility.
Include version, operating system, exact steps, expected result, actual result, and redacted evidence so support can reproduce the issue quickly.
Redaction standard
Useful:
- zone names
- finding details
- rule IDs
- screenshots with secrets removed
Not useful:
- Cloudflare tokens
- auth headers
- cookies
- unredacted account identifiers
Escalation
Escalate only after the documented flow has been followed and the report includes enough detail that someone else could reproduce the issue.