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44 changes: 39 additions & 5 deletions troubleshoot/index.md
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Expand Up @@ -57,14 +57,48 @@
If you contact us by email, use the email address you registered with so we can help you more quickly. If your registered email is a distribution list, you can register a second email address with us. Just open a case to let us know the name and email address you want to add.
:::

:::{warning}
All cases opened by email default to normal severity. For incidents, open a case through the [Elastic Support Portal](https://support.elastic.co/) and select the [appropriate severity](https://www.elastic.co/support/welcome#what-to-say-in-a-case).
:::

## Working with support [troubleshoot-work-with-support]

Try these tips when opening a support case:
When you open a support case:

* Describe the problem and its [contextual severity](https://www.elastic.co/support/welcome#what-to-say-in-a-case).

* If an error message was encountered, include full error message and timezone-designated dates and times of when the problem occurred.

* If the problem is UI-related and can't be replicated using API calls, pull a [browser network log](https://www.elastic.co/blog/generating-browser-har-file-kibana-troubleshooting).

* Upload the related product's diagnostics and debug logs:

* If hosting on {{serverless-full}} or {{ech}}, Support can pull diagnostics on your behalf as long as you include resource IDs:

* {{serverless-full}} Project ID or {{kib}} URL
* {{ech}} Deployment ID or {{kib}} URL

* Include the deployment ID that you want help with, especially if you have several deployments.
* If hosting on {{ece}} or {{eck}}:

You can find the deployment ID on the overview page for your cluster in the {{ecloud}} Console.
* {{ece}} [diagnostic](/troubleshoot/deployments/cloud-enterprise/run-ece-diagnostics-tool.md) flagging `--deployments` as applicable
* {{eck}} [diagnostic](/troubleshoot/deployments/cloud-on-k8s/run-eck-diagnostics.md)

* Describe the problem. Include any relevant details, including error messages you encountered, dates and times when the problem occurred, or anything else you think might be helpful.
* If self-hosting:

* {{es}} [diagnostic](/troubleshoot/elasticsearch/diagnostic.md) and [debug logs](/deploy-manage/monitor/logging-configuration/update-elasticsearch-logging-levels.md)
* {{kib}} and {{fleet}} [diagnostic](/troubleshoot/kibana/capturing-diagnostics.md) and [debug logs](/docs/deploy-manage/monitor/logging-configuration/kibana-log-levels.md)

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* Ingest tools:

* {{ls}} [diagnostic](/troubleshoot/ingest/logstash/diagnostic.md) and [debug logs](logstash://logging.md)

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* {{agent}} [diagnostic](https://www.elastic.co/docs/troubleshoot/ingest/fleet/common-problems#trb-collect-agent-diagnostics) and [debug logs](https://www.elastic.co/docs/reference/fleet/monitor-elastic-agent#change-logging-level)


:::{tip}
The {{es}} cluster maintains an advanced task management system, while other products use a simpler polling mechanism. Because of this, some issues appear only in their start-up debug logs and later logs may only note that the subprocess has stopped or that it has not changed state from an earlier error.
:::

:::{warning}
Diagnostics and logs mainly emit product metadata and settings but may expose sensitive data which needs to be redacted before sharing outside of your organization. See each product's diagnostic page for information on sanitizing output.
:::

* Upload any pertinent files.
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