Support evidence: share the context, not your environment
A useful support request opens with a short case summary. It then adds only the redacted observations for the affected area. Send a backup only if an approved private channel explicitly asks for it. Never send the database, secret values, access tokens, private keys, certificate packages, or unredacted screenshots.
- Case summary
- Version, area, impact, blocker
- Details
- Redacted state for the affected area
- Left out
- Secrets and raw recovery files
Write the case summary first
Before you add any diagnostics, describe the user-visible failure in one sentence. Another operator should be able to read the summary on its own. It holds these fields.
- Exact VaultPilot and component versions
- Affected area: sign-in, installer, update, extension, AD sync, sharing, backup, license, HTTPS, or audit
- Windows Server version and browser family
- Impact: one user, all users, one vault, one device, or one update job
- Last known good time and previous version
- What changed before the failure
What to collect for each area
Every area has its own short list of fields and exclusions. The most common ones are below.
- Installer: MSI filename, signature status, service state, redacted error
- Sign-in: browser family, session state, the result of the session check; never the master password or TOTP secret
- Update: manifest version, hash, update job state
- Extension: extension version and pairing state; never the extension PIN
- AD sync: service state and redacted agent log; never the bind password or agent token
- Sharing: package expiry, maximum opens, decrypter error name; never the share passphrase
Replace real names, remove secrets
Use placeholders such as <VAULTPILOT_URL>, <SERVER_HOST>, <USER>, <VAULT>, <AGENT_ID>, and <REDACTED>. Do not collect plaintext credentials, master passwords, recovery keys, extension PINs, agent tokens, private keys, PFX/P12 packages, databases, backups, or unredacted screenshots.
- Crop and mask screenshots
- Read logs line by line
- Ask support for a private transfer path for anything you cannot redact safely
Limits to know
- An archive is not safe because its filename says diagnostics or support.
- Hashing a secret does not make the details around it safe to share.
- Do not collect unrelated customer or system data while you prepare the pack.
Step-by-step checks
- 01
- 02
- 03
Replace real names, read every excerpt, and remove anything prohibited.
- 04
Say whether backup, sign-in, and audit are still accessible.
- 05
Have a second person check the redaction before you send anything.
Read more in the guides: Support evidence pack, Redacting support evidence
More in Resources
See VaultPilot in your own environment
Tell us what the evaluation should cover, or open the live demo with sample data first.