Identify識別
Record the service, device, model, revision, serial number and site or user.記錄服務、設備、型號、版本、serial number 同場地或用戶。
breadIT · Innovative Thinking創新思維
Technical support starts with clear information.技術支援由清晰資料開始。
Choose the right support path and provide the details that help breadIT understand the system, symptom, impact and safe next step.選擇合適支援途徑，提供有助 breadIT 了解系統、故障現象、影響同安全下一步嘅資料。
Choose a support path選擇支援途徑
Route the issue to the right context.將問題放入正確背景。
Different systems need different identifiers, evidence and safety considerations.唔同系統需要唔同識別資料、證據同安全考慮。
IT & Microsoft 365IT 及 Microsoft 365
Accounts, email, devices, networks, cloud services, collaboration and routine user support.帳戶、電郵、設備、網絡、雲端服務、協作同日常用戶支援。
Components & Devices組件及設備
Component identification, setup, compatibility, fault symptoms, warranty route and replacement needs.組件識別、設定、兼容性、故障現象、保養途徑同更換需要。
Power & Control動力及控制
Selected controller, EFC, control-power, replacement and application enquiries requiring technical review.需要技術評估嘅指定控制器、EFC、控制電源、更換及應用查詢。
Before contacting support聯絡支援之前
Capture the evidence before changing the system.改動系統之前先記錄證據。
Where it is safe, record the exact condition before restarting, resetting, rewiring, updating or replacing components.喺安全情況下，重新啟動、reset、改線、更新或者更換零件之前，先記錄準確狀況。
Describe描述
Copy exact error or alarm text and explain what happened before and after.抄低準確 error 或 alarm 文字，解釋之前同之後發生咩事。
Assess impact評估影響
State who or what is affected, whether there is a workaround and whether operation is safe.講明邊個或邊樣受影響、有冇 workaround，同目前運作係咪安全。
Preserve保存
Keep logs, screenshots, photos, configuration records and recent-change details where appropriate.按需要保留 log、截圖、相片、配置記錄同近期變更資料。
Support request支援要求
Tell us what changed, what you see and what is affected.話畀我哋知改過啲乜、見到啲乜，同影響咗啲乜。
Use the form to prepare a structured support email with the identifiers, symptoms and impact needed for an initial review.使用表格整理一封結構清晰嘅支援電郵，提供初步評估所需嘅識別資料、故障現象同影響。
Do not submit secrets.請勿提交機密憑證。 Do not include passwords, MFA codes, private keys, payment details or unnecessary personal information.請勿加入密碼、MFA code、private key、付款資料或不必要個人資料。
Safety & scope安全及範圍
Some issues need a controlled site response.部分問題需要受控現場處理。
Remote guidance is not a substitute for qualified on-site assessment where electrical, mechanical, fuel, fire, life-safety or operational hazards may exist.涉及電氣、機械、燃油、火警、生命安全或者營運危險時，遙距指引唔可以取代合資格現場評估。
Include the affected user, site or equipment; full model or service name; serial number where appropriate; exact error or alarm; when it started; recent changes; operational impact; and safe screenshots, photos or logs.請包括受影響用戶、場地或設備；完整型號或服務名稱；合適情況下嘅 serial number；準確 error 或 alarm；開始時間；近期變更；運作影響；同安全取得嘅截圖、相片或 log。
No. Do not put passwords, recovery codes, private keys, payment details or unnecessary personal information into the form or ordinary email. Use an agreed secure method when credentials or sensitive files are genuinely required.唔應該。請勿喺表格或普通電郵加入密碼、recovery code、private key、付款資料或不必要個人資料；真正需要憑證或敏感文件時，應使用約定安全方式。
Availability, response targets and after-hours arrangements depend on the agreed service. No general 24/7 coverage is represented; critical-support requirements must be confirmed in a written agreement.服務時間、回應目標同非辦公時間安排視乎已約定服務；網站不作一般 24/7 支援承諾，關鍵支援需要必須喺書面協議確認。
Only authorised, competent personnel following site procedures, isolation requirements and an approved method should test safety-critical or live equipment. The website does not provide a work method.只有獲授權合資格人員按現場程序、隔離要求同獲批准方法，先應測試安全關鍵或帶電設備；網站唔提供工作方法。
Warranty depends on the confirmed supplier, manufacturer terms, product condition, installation and the agreed sales terms. Keep invoices, serial numbers, packaging where required and a clear description of the fault.保養視乎已確認供應商、製造商條款、產品狀況、安裝同已約定銷售條款；請保留發票、serial number、需要時嘅包裝，同清晰故障描述。
Clear next steps清晰下一步
A precise support request is easier to act on.精準支援要求更容易處理。
Send the model, exact message, impact, recent changes and safe evidence. For critical coverage, agree the response arrangement in advance.提供型號、準確訊息、影響、近期變更同安全證據；關鍵支援要預先約定回應安排。