When to Contact Support

Guidance

• Contact Support for identity/certificate recovery, persistent enrollment mismatch, unexplained TLS warnings, or repeated qualified-workflow failure.
• Provide site, device, time, message, and sanitized screenshot.
• Never send passwords, MFA codes, keys, recovery material, or tokens.

Before contacting Support

• Site name
• Affected device name
• Approximate time and time zone
• The exact error message
• Whether local access, remote access, or both are affected
• A sanitized screenshot when it materially helps

Never send

• Passwords or MFA codes
• Private keys or client secrets
• BitLocker recovery keys
• Session tokens, enrollment capabilities, or confidential access tokens
• Unredacted customer records that are not necessary for the issue

Contact method

Review the OZVO Support page for the current approved contact availability. Public support intake may be unavailable; existing customers should use only their commissioned support channel. If your Owner authorizes Support Access, keep the grant site-scoped, time-bounded, least-privileged, and revoke it when the approved work is complete.