When to Contact Support
This document explains when it is appropriate to contact Simplified Solutions support and what information to include when doing so. Our goal is to make the platform reliable and self-explanatory, but there are situations where direct assistance is the fastest and most effective option.
If you are unsure whether an issue requires support, reviewing the troubleshooting documents in this section is a good first step.
When to Contact Support
You should contact support if you encounter issues that prevent normal operation or cannot be resolved through standard troubleshooting steps.
Common reasons to contact support include:
- A device fails to enroll or appear on the Dashboard after completing all recommended troubleshooting steps.
- A device shows persistent errors, alerts, or unhealthy status that do not resolve over time.
- Security-related concerns, such as unresolved threats or unexpected antivirus behavior.
- Backup operations repeatedly failing or reporting inconsistent status.
- Billing issues, such as invoices that appear incorrect or payments that fail despite valid payment information.
- Access or permission issues that prevent administrators or users from performing expected actions.
What to Include in a Support Request
Providing clear and complete information helps us resolve issues more quickly.
When contacting support, include:
- The name of your Organization.
- The name of the affected device, if applicable.
- A brief description of the issue and when it started.
- Any relevant error messages or alerts shown in the portal.
- Steps you have already taken to troubleshoot the issue.
How to Contact Support
Support requests can be sent by email to:
support@simplifiedsolutions.io
This email address is monitored by the Simplified Solutions team and is the fastest way to reach us for assistance.
Response Expectations
Support requests are reviewed as quickly as possible during normal business operations.
Providing detailed information in your initial message helps reduce back-and-forth communication and allows us to focus on resolving the issue efficiently.
When Support Is Not Required
Support is generally not required for routine tasks such as generating installers, viewing device details, or reviewing dashboards and reports.
Many common questions are addressed in the documentation, and reviewing the relevant sections can often provide immediate answers without waiting for assistance.
Contacting support when appropriate helps ensure that issues are resolved quickly while keeping day-to-day management simple and predictable.