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40 changes: 35 additions & 5 deletions troubleshoot/index.md
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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 are opened at normal severity. For incidents, kindly ensure to raise via the [Elastic Support Portal](https://support.elastic.co/) at 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 opening a support case, kindly be sure to:

* Describe the problem along with 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 does not replicate via API, 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

* Include the deployment ID that you want help with, especially if you have several deployments.
* If {{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

You can find the deployment ID on the overview page for your cluster in the {{ecloud}} Console.
* If hosting on {{ece}} or {{eck}}:

* 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.
* {{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)

* If self-hosting:

* {{es}} [diagnostic](troubleshoot/elasticsearch/diagnostic.md) and [debug logs](deploy-manage/monitor/logging-configuration/update-elasticsearch-logging-levels.md)

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* {{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](reference/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}
{{es}}'s cluster maintains an advanced task management system, but the other products have a simpler polling mechanism. This can cause issues to only surface during their start-up debug logs as sequential logs will only note that the sub-process as stopped or that it has not changed state from earlier error.
:::

* Upload any pertinent files.
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