Information to include in Support Tickets – Arcion Labs

General Information

When submitting a support request, please make sure to include:

Priority	Description	Examples
Urgent	Issues with a severe business impact	Production system down or not accessible Data loss/corruption Repeated service interruptions Severe performance degradation impacting business
High	Significant Loss of Functionality	Critical previously available functionality missing without workarounds, but system is otherwise up Intermittent service interruptions Noticeable but tolerable performance degradation
Medium	Minor Impact	Some functionality not working as expected but there are workarounds available How-to or usage questions
Low	No Operational Impact	Enhancement requests General questions

Please attach any relevant information, including the trace log, config files, and (if applicable) screenshots.

You will be required to acknowledge that the trace log and config files have been included prior to submitting your ticket.

For large log files, please compress (.zip) log prior to upload.

Note: Please do not share any files that may contain sensitive information.