A clear document support request should explain both the problem and the outcome sought. For an issue involving a purchased service, it should also include key dates and relevant supporting documents.
What the request should include
- The problem: Explain what went wrong or what assistance is needed.
- The desired outcome: State what outcome the sender wants from the support channel.
- Key dates: For a written complaint about a purchased service, include when the service was bought and when the issue arose.
- Supporting documentation: Attach copies of documents relevant to the problem.
How to check that it is clear
Before submitting the request, check that:
- The issue can be understood without having to infer it from an attachment.
- The desired outcome is stated directly rather than left implied.
- The relevant dates are included when they apply.
- Each attachment relates to the issue described.
What still needs confirmation
These points help make the request clear, but they do not establish a universal mandatory format, submission channel, deadline, or fee. The reader must confirm any additional requirements with the organisation handling the request. No particular response time, charge, or result should be assumed from this checklist.