In this guide: What a support file may contain and how to share it safely.
Contents
- Why this notice exists
- What it may contain
- What you should not do
- Best practices
Why this notice exists
Support files are used to diagnose specific problems, but they may contain real information from your website.
That is why they should be treated as private files and shared only with the appropriate support team.
What it may contain
- Real builder texts.
- Internal or public URLs.
- Shortcodes.
- Form settings.
- HTML or code fragments.
- Metadata related to the page.
- Oxygen structural information.
What you should not do
- Do not share it in public groups.
- Do not upload it to open forums.
- Do not send it to people who are not involved in support.
- Do not publish it in repositories.
- Do not include it in tickets if it contains sensitive data you have not reviewed.
Best practices
- Review the file before sending it if your website contains sensitive data.
- Send only the affected page, not unnecessary information.
- Use the official support channel.
- Clearly state what problem you want reviewed.