If you are an enterprise user, you have access to support (CDA, CDF, CDE, and CGG, which are the supported tools), but when you are not, how should you proceed? Well, you have multiple ways to solve your problem, and of course that will also be dependent on the problem you have found, the way you phrase the question, and how much information you are requesting. When you're not an enterprise user, you have some options. You will probably get a quick answer, but don't be disappointed if you don't—just try again.
For any and each of the ways to get help (even if it's enterprise support), you should always provide the most information you can. This includes the context of the problem that's happening. You should provide a good and clear description of the problem, a sample when ever possible (even if you need to create it with sample data), and/or screenshots when it makes sense to do so. You should also provide the configurations that are not there by default...
