Export diagnostics and contact support safely

Who can perform the task

Any affected user can report a problem. Only authorized users should export diagnostics or share filing-related evidence.

Before you begin

Record the application version, browser, time with timezone, organization role, filing status, task, expected result, and exact visible error. Classify the data before sharing it.

Standard first-customer support operates on Slovak business days, Monday to Friday, 09:00–17:00 Europe/Bratislava time. Use only the dedicated support email in your accepted order and onboarding handoff. If the order names an emergency phone contact, it is for SEV-1 incidents only. Product comments, regulator portals, personal messaging accounts, and developer accounts are not support channels.

Initial response targets are 2 clock hours during the support window for SEV-1, 4 business hours for SEV-2, and 2 business days for SEV-3. A SEV-1 received outside the window is targeted by 11:00 on the next support day. These are response targets, not restoration guarantees or a contractual SLA. The accepted order controls if it states a different commitment.

Quick path

1. Reproduce the problem without exposing customer values or credentials.
2. Export the redacted diagnostic package from the administration area.
3. Inspect the package before sharing it.
4. Contact support through the approved channel and describe the expected and actual result.
5. Keep the support reference and follow-up actions with the organization’s evidence.

Detailed guidance

1. Reproduce the problem once only if doing so cannot duplicate a submission, overwrite data, or weaken evidence.
2. Use the product’s diagnostic export when available.
3. Review the diagnostic package and screenshot for values, names, identifiers, tokens, cookies, passwords, passphrases, or unrelated personal data.
4. Redact anything not required under your support agreement.
5. Send the report through the approved support channel and include a safe correlation reference.

Expected result

Support receives enough technical context to investigate without receiving filing contents or secrets unnecessarily.

Only administrators can manually export the locally stored redacted diagnostics.

How to verify

Open what you intend to send and inspect it as the recipient would. Confirm that no secret or customer value is visible.

Common problems

Do not paste a bundle passphrase, account password, session cookie, database URL, or authority credential into comments, email, chat, or a ticket. Do not retry an external submission merely because the screen did not update; first check portal and recorded evidence.

Data consequences

Diagnostics and screenshots can become retained support records. Use synthetic data for demonstrations and the minimum necessary production metadata for incidents.

Product limitations

Support does not include regulatory, legal, actuarial, accounting, or filing sign-off advice; source reconciliation; regulator portal operation; or unsupported custom integration. Documentation cannot replace the named customer contact, primary/backup support owners, or incident process.