Guidelines when submitting issues to support

To minimize the time necessary to progress on troubleshooting issues with the Aura Support team, we have put together this list of the most important information to provide when opening a ticket:

• Is the issue affecting a particular AuraDB/DS Instance? If that is the case, please provide the DBID or the full URI (connection string) you are using to connect (You can retrieve it here, under Connection URI: https://console.neo4j.io/):
  Example: neo4j+s://<<8-chars-DBID>>.databases.neo4j.io  
• Specify the date, time (with time zone) of the incident.
• Attach the full log file or an extract (not just the error).  This provides some context by showing what succeeded before and what is the full stack trace of the error.
  
  
• If you face intermittent errors: are you using transaction functions?  
• If the error happens when you run particular queries, please provide an execution plan by running the query in EXPLAIN and PROFILE.
• In case of connection issues please let us know if you have tried with cypher-shell. 
• Confirm the full stack and versions of components used in your application
  • Driver and version:
    • Java: please specify if you use OGM, SDN, and Spring. Providing your pom.xml or Gradle file can be helpful to describe the stack.
    • .Net / Python / Go: runtime version and driver version
    • javascript: version and also mention if any framework (GraphQL / Grandstack ) is involved.
• Share the details of the environment (OS and version, cloud provider, container or VM technology etc...) ?

Also, important but mainly optional details you may want to consider.

• Are you able to trigger or reproduce the issue?
• Has it stopped working completely or performance has degraded?
• Did you make any changes from your side (in infrastructure or application code) even though you have no reason to relate them to the incident?