Operations, maintenance and support path
This page describes the operational support path. Binding service, response and recovery commitments are defined exclusively by the applicable contract and support/SLA terms.
Before reporting an issue
- Check whether sign-in, other modules and other suitable records work.
- Compare a second supported browser or device without repeating a risky write action.
- Check the role, capability, licence and affected workspace.
- Open the matching troubleshooting article.
- Remove tokens, cookies, passwords, vault contents, payment details and personal data from attachments.
Minimum information
| Detail | Example without production data |
|---|---|
| Product and workspace | insideCRM, demo tenant |
| Time | 2 September 2026, 14:35 Europe/Berlin |
| Action and expected result | Selected “Save”; status should update |
| Actual result | Exact message and HTTP status, without secrets |
| Scope | One record, multiple users or the complete area |
| Technical context | Browser/app version, operating system, request ID |
Describing priority
- Blocking: A business-critical workflow is unavailable to all suitable users and no safe workaround exists.
- Impaired: The workflow works only partially, with delays or through an acceptable workaround.
- General request: Usage question, configuration assistance or change request without an active incident.
This classification supports triage but does not replace the contractual priority definition.
Safe screenshots
Show the affected area, message and required context. Crop unrelated records and redact personal data. Use developer tools only when support specifically requests them; complete request headers and browser-storage contents frequently contain secrets.
Support contact: support@insidebase.de.