- Use when the question is whether the host, route owner, DNS owner, fallback mode, and recovery path are ready.
- No live changes required.
- Best first step before a fresh install.
Support intake
Ask for help without handing over the network.
Use guided setup when install, recovery, privacy audit, or policy design needs operator review. Credentials, traffic paths, fallback decisions, and final approvals stay with the operator unless a bounded change window says otherwise.
Request shape
Start with the smallest useful review.
- Use when the gateway is running but privacy posture, DNS drift, leak checks, or fallback behavior need evidence.
- Share redacted status, route, DNS, and screenshot evidence.
- Keep account and endpoint limits explicit.
- Use only when bounded live help is needed for install, recovery, route policy, DNS policy, or fallback policy.
- Name the final approver and back-out trigger.
- Confirm recovery access before the window starts.
Before you send
Confirm the control and recovery boundary.
- Name the current route owner, DNS owner, fallback owner, rollback owner, and final apply approver.
- State whether this is advisory review or a bounded live change window.
- Document the current DNS, route, fallback, and policy state before changes start.
- Confirm console, SSH, or local recovery access is working before any route or DNS change.
- Keep a known-good rollback target or timestamp for policy, resolver, and transport state.
- Stop the change window if recovery access, rollback proof, or back-out trigger is missing.
- Describe the intended privacy posture and the evidence available to verify it.
- Share only the redacted route, DNS, fallback, and failure evidence needed for the request.
- Review support boundaries before granting remote access or exporting diagnostics.
Cross-check the privacy posture checklist, rollback and recovery guide, and support boundaries before sending a guided setup request.
Support request evidence
Attach screenshots that show scope, proposed change, and rollback readiness.
Gives support enough status context without exposing credentials or raw traffic.
Clarifies what route, DNS, or fallback surface the request wants reviewed.
Shows the recovery surface that should exist before any live change window starts.