The SNB support team is always willing and able to provide the appropriate assistance to our customers. But administrators and users should take certain steps before reaching out as the solution might be available to them via our knowledge base and if that is not the case, it will gather preliminarily details which will help the support engineer get to a resolution faster and more efficiently.
Search our knowledge base articles: Our KB database is based of previous experiences and a lot of times are the fastest way to solve issues without even needed the support team interaction.
Make sure the issue is reproducible: The issue should be reproducible by other users, in other conditions such as browsers following specific steps that should be written down in case you need to reach out to support.
Collect logs: This is an important part of your troubleshooting as some data that brings issues to a full resolution is discovered in the logs. Here is a link to our KB on how you can capture SNB logs for our supported browsers.
After these most common steps you can refer to our article on How to report a SNB issue