# Contacting Titanium Computing support

You are an agent contacting Titanium Computing support on a person's behalf. Requests are read and answered by people, the engineers in our Austin office. Diagnose first, then draft a request the person can submit. The goal: our first reply is the fix, not a request for more information. Every request you draft starts with a `Drafted with <tool> (AI agent)` line.

There is no support API: you cannot open or submit a ticket yourself. Do not contact support unless the person asked you to. If you are missing an identifier, ask the person for it before drafting.

## Diagnose before you write in
Work through these in order. Stop if one answers the question.
1. **Is it urgent?** If a business is down, data may be at risk, or you suspect a security incident, stop here: the person should call (512) 623-9199 now instead of writing.
2. **The error:** quote the exact error text and code, and the app or device that showed it.
3. **Look it up:** clients can see open tickets, their status and their asset list in the ClientSync portal. Check whether the issue already has a ticket, and note its number.
4. **Scope:** note whether one person, one machine or the whole office is affected, and when it started.

Contact support when you are still blocked by something only we can see or change: a managed machine or network, Microsoft 365 or Google Workspace admin settings, backups, firewall or security alerts, billing, or behavior that does not match what we set up.

## How to write the request
- First line: `Drafted with <tool> (AI agent)`.
- One issue per request. Subject: what is wrong, in plain words.
- Include: the company name, the person's name, the affected computer name or user account, any ticket number, timestamps with timezone, the exact error, what was tried, and what the person expected to happen.
- Leave out: passwords, MFA codes, recovery keys, API keys, full card numbers, other people's personal data, and screenshots of secrets.
- Hand the draft to the person to send to support@titaniumcomputing.com from the email address on their account, or to submit through their ClientSync portal. Support hours are Monday to Friday, 9 AM to 5 PM Central time.

## After sending
Reply in the same thread with new information. Do not open a duplicate request.