Numbered tickets with a priority and a response target, instead of messages lost in a thread.
State the product and its version, what you were doing when the problem appeared, and the error text exactly as it was shown.
If the problem is activation, include only the visible part of the licence number, never the whole key.
Work is fully stopped: the program will not open, or activation is refused on every machine.
A core function is broken but a temporary workaround exists.
A usage question, or a fault that does not stop work.
An improvement suggestion or a feature request.
We never ask for your password on any channel. Support does not need it.
We do not access your data in desktop products; it is on your machine and is not sent to us.
Response targets are approved as part of a service-level agreement before commercial launch and published here. We do not announce a number before we are confident we can meet it.
The included support scope is stated in your quotation and in the licence agreement for your product.