Although it may not be obvious at first sight, framing technical-support questions properly plays a key role. We often see questions so unclear that even our most experienced expert can't tell what's going on. That's why we've put together this article to standardise the rules and procedures for communicating with support.
Customers often send questions we genuinely can't understand, for example:
- "I have no image." — where, on what, how are you watching it?
- "I turn on the device but I see nothing." — and is the bulb in the room intact?
- "After a power outage and reboot, the camera system doesn't start automatically. I have to plug a monitor into the recorder and log in, then everything works fine." — how do you log in if it isn't running?
- "The app doesn't run." — and have you checked that it has legs?
- "The device is dead." — is it plugged into the socket?
We've taken the liberty of phrasing our follow-up questions for the example with some humour, but it's clear that we really can't answer such questions.
So how do you ask correctly?
Every question to technical support should contain a few basic pieces of information that help us orient ourselves and ensure the problem gets solved:
Required
- Recommended reading before contacting support: What to do when issues arise
- Which device — ideally the model designation from the label or the invoice number.
- The current firmware version of the device.
- Which other devices are involved — phone, tablet, PC, monitor, etc.
- When the problem occurred or occurs — describe the exact sequence of events.
- Attach a video, photos or a screenshot — multimedia content that helps clarify the problem.
Useful
- How long the system has been in operation.
- Which accessories are connected to the device — monitors, switches, etc.
- How the device is powered.
- How long the cables are.
Where to ask
Our technical support uses a sophisticated helpdesk system — every enquiry gets a unique ID and is assigned to an agent who handles the problem. The most convenient way is to use our widget in the bottom-right corner of the screen, or contact us by email at support@patronum.eu.