Approved client guide
Send dnbtec the information needed to route and prioritize your request.
Open the dnbtec Client Hub and choose Start a request.
Tell us who is affected, what is happening, and what a successful outcome looks like. Choose the urgency that reflects the business impact.
If you need remote support, select Remote support and provide the separate remote-access authorization. For a business-stopping issue, choose Existing client emergency.
Give the support team enough context to understand the impact and begin productively.
Describe what you expected to happen and what happened instead. Include the exact error message, when the issue began, how often it occurs, and the last action that worked normally.
Identify the affected people, device, location, application, and service. Explain the business impact: whether work is slower, one employee is blocked, several employees are affected, or a critical operation has stopped. Attach a screenshot when it does not expose confidential information.
List the safe troubleshooting already attempted and any recent change that may be related. Do not include passwords, MFA codes, recovery keys, payment-card data, or other secrets. Submit one request per issue and update that request if the impact changes.
Use emergency priority for incidents that stop or seriously disrupt business operations.
Mark a request as an Existing client emergency when multiple employees cannot work, a critical business system is unavailable, there is a suspected security incident, or operations are substantially stopped.
A problem affecting one person with a reasonable workaround usually belongs under Work is being interrupted.
For an immediate security concern, disconnect the affected device from the network when it is safe to do so and contact dnbtec.