Support
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.