When should a customer reach out to Cloud Support for support?

Reaching out to Cloud Support for assistance when a customer cannot perform problem isolation is appropriate because it indicates that the issue at hand may be complex or beyond the customer’s expertise. In such situations, having the support team take over can ensure a thorough investigation, utilizing their specialized knowledge and tools to diagnose the problem effectively. This allows the customer to leverage expert insights and resources to resolve issues that may not be straightforward.

Other choices, while relevant to support scenarios, do not align with the primary focus of the support team's mission. Reporting network latency issues might typically be handled by a network management team or could be addressed through specific performance monitoring tools rather than directly through support. Suggesting new features is better suited for a feedback channel where product development teams can be engaged, rather than being a core support issue. Lastly, reaching out for advice whenever one feels like it is a less structured approach and may not necessarily reflect a genuine need for technical support, which could overwhelm support resources. Focusing on specific problem isolation incidents ensures that support efforts are maximized and directed towards resolving critical issues effectively.