You give support but the order makes no sense
You say the support process is clear, but it really isn’t. When I contacted support, your team sent me troubleshooting steps in a confusing sequence. They asked me to update software features before verifying my database settings, which should normally be the first thing to check. This led to repeated failures that could have been avoided. On the other hand, once I finally went through all the suggested steps, the issue was somewhat resolved. So I see some good intention. But you should rethink the order of instructions to make it more logical for users who aren’t experts. I found it frustrating to waste time on the wrong fixes first and then have to repeat steps because your process wasn’t sensible. Improving this order would make support far more effective for customers like me.