When you file a Support Case with us, we want to know as much as possible about your problem. We want to see what you see and we want to know what you know – there is no such thing as too much information. Yes, some of the information may prove unnecessary in the end, but taking 5 – 10 minutes to put it together initially could potentially cut hours from the resolution time later on. The more information we have to work with up front the quicker we can resolve your issues. It’s the back & forth conversation trying to confirm the exact issue, the use case, the configuration details and the logs that takes up most of the time, not the investigation and diagnosis.