Diagnostics and Support

What diagnostics are for

Diagnostics help operators capture environment checks, provider connectivity, plugin context, and support evidence without exposing secrets. Use them before contacting support, after failed updates, and when provider or hosting behavior changes unexpectedly.

Support-safe evidence

Include SophMate version, WordPress version, WooCommerce version, PHP version, affected screen, exact time, reproduction steps, and redacted screenshots. Do not include API keys, raw server credentials, private customer data, or full logs that have not been reviewed. The Diagnostics feature shows the product area, and the support bundle tutorial explains the support handoff.

Escalation path

Escalate to hosting when PHP extensions, outbound HTTPS, DNS, SSL, or firewall checks fail. Escalate through contact or CodeCanyon support when the issue is reproducible with safe evidence.

Owner and cadence

• Primary owner: support lead or site administrator responsible for triage and evidence handling.
• Review cadence: when an issue is reported, before support contact, and after recovery to improve the runbook.
• Escalate when evidence is incomplete, private data may be exposed, production impact continues, or routing between host, provider, and plugin support is unclear.

Production checklist

• Refresh diagnostics near the time of the issue and capture SophMate, WordPress, WooCommerce, PHP, provider, and host context.
• Attach reproduction steps and redacted screenshots instead of sending raw private logs.
• Capture exact timestamp, affected user, affected screen, SophMate version, WordPress version, PHP version, and reproduction steps.
• Redact provider keys, credentials, payment data, private customer details, and raw logs before support handoff.

Acceptance checks

• The report gives support enough context to triage without receiving secrets.
• The issue is categorized as host, provider, plugin, configuration, data, or user-flow before escalation.
• The support report lets another operator reproduce or triage the issue without receiving secrets.
• The team knows whether to escalate to hosting, provider support, CodeCanyon support, or internal operations.

Common mistakes

• Retrying or changing settings repeatedly before preserving the exact error report, timestamp, and affected screen.
• Opening support requests with raw logs or vague descriptions instead of redacted diagnostics and reproduction steps.

Related operations

• Export evidence with the support bundle tutorial.
• Use Contacting Support for support request preparation.
• Use Incident Response Runbook when production behavior is affected.
• Use Contacting Support before opening a support request.
• Use Support SLA and Escalation Matrix before customer-visible support routing.
• Use Error Reports and Support Codes before redacting or sharing an error report.
• Use Migration and Reindex Review before restarting workflows after updates.
• Use Post-Incident Review and Prevention before returning paused work to normal scope.
• Use Changelog and Release Note Review before release decisions.