The Quest for Support Details

email saying "help! i can't get the site to load!"

This is obviously an over-dramatization, but it’s based on a real email I once received and helps me illustrate the importance of taking time to collect and distribute as much information as you can (and have) for the person in receipt of your support request.

The first thing your support person is going to want to do is to replicate the issue or recreate the error. To do that, they’ll need:

  1. The URL— “I was trying to edit our Menu Page…” is good, but the specific URL is better because we’re not as familiar with the content as you are
  2. The steps you took to create the issue—What happened and what did you expect to happen? Be painfully detailed here, we won’t mind!
  3. The error message—Please don’t paraphrase, we need the exact message to check against our database of errors (i.e., Google)

Other very helpful things to do:

  1. Take a screenshot—Include the whole browser (or even your whole desktop) because there might be a clue on the screen
  2. Visit—Sharing these results with us can help us start with the correct browser and operating system combination
  3. Check to see that it’s not just you; visit—This website pings the URL you enter to see if it’s a system-wide problem or not
email saying "sorry, the site is up.  my wifi wasn't working for a minute.  disregard my previous email."

At the end of each of Earthling’s projects, we don’t disappear after launch, we engage in a Support Contract with our partner. If you have a situation without a solution, Earthling can probably help. Make contact!