Put the problem into plain words.

You do not need a technical diagnosis. Say what is not working, which device or system is involved, and what you need to be able to do again.

NEW SUPPORT REQUESTEMAIL / 01

TOcontact@gaiterit.com.au

USEFUL CONTEXT

01 / DEVICE OR SYSTEM

“My Windows laptop…”

02 / WHAT YOU NOTICE

“…starts normally, then loses Wi-Fi…”

03 / SUPPORT MODE

“…I’m in Broken Hill and need on-site help.”

READY TO DESCRIBE

MODE 01On-site / Broken Hill

MODE 02Remote / Australia-wide

CONTACTEmail only

A useful first email

Three pieces of context are enough to start.

If you are unsure about a detail, leave it out. This is context for a conversation—not a test and not an attempt to diagnose the issue yourself.

MESSAGE BLUEPRINTPLAIN TEXT / NO PASSWORDS

Hi Leigh,

[DEVICE] I’m having trouble with ____________________.

[SYMPTOM] What I notice is ____________________.

[MODE] I’m located in ____________________ and would like to ask about on-site / remote help.

What I need to be able to do again is ____________________.

Thanks

Do not include passwords, payment card details or access credentials in an initial email.

After you email

Leigh considers the issue against the available services and clarifies anything needed before deciding how the support should proceed.

01 / READYour issue is considered in context.
The device, symptom, location and desired outcome establish the starting point.
02 / CLARIFYAny missing detail is handled by email.
Leigh may ask about the setup or what happened before the issue appeared.
03 / ROUTEThe appropriate support mode is identified.
That may be on-site assistance, remote help, a device assessment or guidance.
04 / PROCEEDThe work begins with an understood scope.
You know what the next step is and why it fits the problem.