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Knowledge base

What we support

Use this page to understand the boundary between a quick fix, a supported case, and something that needs a handoff. It helps set expectations before you start.

Review the support checklist Understand system design

If you are unsure who owns the issue, start with the checklist and work outward from there.

Support Scope Escalation Ownership

Review the support checklistUse the same intake flow before sending the case to support.Understand the system designSee how requests, devices, and network layers fit together.Look at quick fixesSome issues are still in the “try this first” category.

Support boundaries

These cards separate problems we can work on from ones that need another owner.

Supported scenarios

Problems we can help diagnose or resolve within the current service boundaries.

Best-effort guidance

Situations where we can suggest checks or point you to the right next step.

Escalation criteria

Cases that need additional data, ownership handoff, or specialist review.

Outside the support boundary

Items that require vendor, ISP, or device-owner intervention rather than standard support.

Related reading

Use these pages to match a case to the right support path.

Browse the knowledge base

Support checklistThe intake questions that help determine whether a case is ready for escalation.IntroA short tour of the knowledge base and how to use it effectively.System designThe architecture context that explains who owns which part of the stack.

How to route a case

A simple sequence helps you avoid unnecessary back-and-forth.

1

Identify the category

Decide whether the issue is a device, wiring, wireless, service, or policy question.

2

Check ownership

Confirm whether the fix belongs to support, the customer, the ISP, or a third-party vendor.

3

Collect evidence

Use the checklist to capture exactly what happened and what changed before the issue started.

4

Choose the right path

Escalate only when the case includes enough detail to avoid unnecessary back-and-forth.

Need a supported path forward?

Start with the support checklist so you can move the right case to the right owner on the first try.