Error Reports and Support Codes

What to preserve

A useful SophMate error report includes timestamp, error code, error type, message, hint, affected URL, user agent, and reproduction steps. Preserve the exact text before retrying repeatedly, changing provider settings, clearing caches, or disabling other plugins.

Safe redaction

Error reports should not include provider keys, server credentials, purchase codes, payment data, customer records, or private logs that have not been reviewed. Keep the code and message intact, then redact surrounding private context. Use privacy and data retention when the report includes customer or order evidence.

Routing decision

Route validation errors to the SophMate workflow owner, host connectivity errors to the hosting owner, provider failures to the provider owner, and reproducible plugin issues to CodeCanyon support. Use contacting support when the report is ready to share.

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 an error repeats, includes validation or provider codes, affects production users, or cannot be reproduced safely.

Production checklist

• Preserve timestamp, code, type, message, hint, affected URL, browser, user role, and reproduction path before retrying.
• Redact secrets and private records without removing the fields support needs to route the issue.
• 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 can be routed to the correct owner: SophMate workflow, host, provider, agency, or plugin support.
• The redacted report is complete enough for another operator to reproduce or triage.
• 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

• Removing the code, URL, timestamp, or user agent while redacting the report.
• 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

• Use Contacting Support before opening the request.
• Use Privacy and Data Retention before sharing customer-related evidence.
• 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.