> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/operate/support-and-escalation/case-filing.md). # File a support case Prepare and submit a Dialogue Cloud Neo support case with the customer, impact, reproduction steps, and authorized diagnostic evidence. Use the [support portal](https://support.anywhere.now/) through the contact authorized for your customer or partner. Check [Support responsibilities](/operate/support-and-escalation/support-responsibilities.md) before submitting: a partner-supported customer normally works through the partner's support team. Report incidents promptly. The case-filing process specifies that issues more than 30 days old cannot be investigated because the required system logs are no longer retained. This incident-investigation window is not a retention policy for recordings, reports, or other interaction data. ## Prepare the initial case Include the following in the initial submission rather than waiting for follow-up emails. | Field | What to provide | | -------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Title | A short description of the issue. | | Customer | Select the affected customer, including when filing as a partner. Incorrect customer selection can cause support time to be charged to the partner's time bucket and incur additional administration charges. | | End-customer contact | The person to contact if an Operations Engineer needs to speak directly to the customer. | | Component | The affected or suspected component, based on the evidence available. Distinguish suspected components from confirmed causes. | | Urgency and impact | Whether a workaround exists, which users or contact centers are affected, and whether the whole service is unavailable. These affect severity; inaccurate information can result in additional charges. | | Versions | The relevant application and bundle versions, including 32-bit or 64-bit architecture where applicable. | | Infrastructure | Relevant operating system, tenant, network, and dependency details and versions. Include only those that apply to the deployment. | | Recent changes | Relevant configuration, operating system, DNS, firewall, hardware, firmware, SQL, SharePoint, or component changes and when they occurred. | | Investigation | Checks already performed, actions taken, results, workarounds, and suspected configuration or dependency issues. | | Reproduction | Exact steps, relevant configuration, expected behavior, and actual behavior. State if the issue cannot be reproduced. | | Incident example | Date and time in UTC, UCC name and region, affected users and telephone numbers, and relevant call or dialogue identifiers. | For incident-specific collection requirements, use [Report a Dialogue Cloud Neo incident](/operate/support-and-escalation/incident-reporting.md). For investigation levels and escalation criteria, see [Support service definitions](/operate/support-and-escalation/support-service-definitions.md). ## Attach supporting evidence Attach relevant screenshots, application messages, and logs that you are authorized to collect from client applications or customer-managed systems. Review attachments before sharing: remove credentials and authorization tokens, and protect personal data while retaining the identifiers needed for investigation. The hosted back end is managed by AnywhereNow. If required logs are unavailable, state which logs you could not collect and submit the evidence you do have through the authorized support contact. You can combine multiple files into a ZIP attachment. Stay within the portal's upload limit; if not all files fit, prioritize the most relevant evidence. ## Before submitting 1. Confirm the selected customer and authorized support route. 2. Check that the case states the impact, timestamps, affected component, and expected and actual behavior. 3. Include the investigation already performed, available attachments, and any evidence that remains inaccessible. 4. Submit through the support portal and use the applicable support process for follow-up. An unknown root cause after the documented investigation does not require you to guess a cause. It also does not automatically classify the case as P1 or bypass the customer's support agreement. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://atlas.anywhere.now/operate/support-and-escalation/case-filing.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. 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