Collect Evidence Before You Escalate
Use Support when an issue needs structured evidence, not guesswork. Good support data shortens outages and prevents risky emergency changes that bypass security controls. The Application Eco-system source highlights server files, folders, startup parameters, supporting services, and log forwarding. Those are the first evidence areas to collect before escalation.Evidence to collect
- SafeSquid version and activation state
- affected user, source IP, destination, and time window
- relevant Reports entries or SIEM events
- service health for SafeSquid, Monit, BIND, and NTP
- recent configuration changes from
config.log - startup parameters and service unit state
Escalation checks
Before escalating, confirm:- The issue is reproducible or bounded to a clear time window.
- Local logs show the same result users report.
- Supporting services are healthy.
- A rollback option exists for recent policy changes.
Next steps
- Use Files and Folders to locate server-side evidence.
- Use Supporting Services to validate dependencies.
- Use Reports to review policy evidence in reports.