Overview
A clear report reduces repeated questions. Describe what happened, who was affected and which parts of the path you have already checked.
Establish impact and timing
Record the start time and time zone, affected hostnames, paths, regions and user actions. Distinguish persistent failures, intermittent errors and issues affecting a specific user group.
Provide minimal sufficient evidence
Include sanitized status codes, headers, error messages and reproduction steps. Add correlation identifiers and recent changes when available; do not send full databases, passwords or private keys.
- State whether the same request behaves differently at origin and edge
- Identify recent DNS, certificate, policy or release changes
- Remove tokens, sessions and unnecessary personal data from evidence
Agree who can make changes
Identify owners for domains, origins, applications and policies, and agree on a test window and rollback conditions. A troubleshooting suggestion is not automatically an approved production change.
Follow the agreed support channel
Send general questions to support@wafgo.com. Response scope, service hours and escalation for active services depend on the actual agreement; this page does not promise a fixed response or resolution time.