One documented route, so nothing is lost in a side conversation.

• Your organisation name and the affected environment
• The user account or role that encountered the issue — not credentials
• What you expected to happen and what happened instead
• The date and time, and whether it is repeatable
• The operational impact: what work is currently blocked

What the support route covers

• Platform faults inside the configured environment
• Configuration change requests within the agreed scope
• Questions about how a configured workflow behaves
• Access-administration questions for your nominated administrators

What it does not cover

• Clinical questions of any kind, including urgency or patient safety
• Decisions about who inside your organisation should have access
• The content, lawfulness or accuracy of information you enter
• Third-party systems your organisation operates