Add a new support document as a landing page for URLs in old support …

…messages to allow both an explnation

and quick way to open support ticket if they still need help.

content/new-web-infrastructure.md

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+---
+title: New website infrastructure.
+description: >
+ A troubleshooting triage to help you self-diagnose a variety of issues.
+keywords:
+ - support
+ - software
+ - environment
+ - warranty
+ - self-help
+ - tech-support
+ - troubleshooting
+
+facebookImage: /_social/article
+twitterImage: /_social/article
+
+hidden: true
+section: getting-help
+tableOfContents: true
+---
+
+Hello! 
+
+You have landed on a place holder page as our web site has had some changes as of Novemember 1st, 2024. Links in support emails that land here are no longer supported by the new site. 
+
+We do want to help you if you do have questions, concerns or on going issues! If you are logged into your System76.com account, the following link will allow you to create a support ticket now:
+
+[Open New Support Ticket](https://system76.com/my-account/support-tickets/new)
+
+## Suggested self help fisrt steps
+
+### 1. Do you have a current backup of your files?
+
+If your issue is time-sensitive, reinstalling or [refreshing](/articles/pop-recovery#refresh-install) the operating system may provide the fastest resolution. Be sure to back up all important data before performing any tests or contacting Support. Re-imaging is much easier to do if we know that your important files are safe. 
+
+**Note**: This guide may cover diagnostics and testing that you've already performed. Skip those sections as needed, but be sure to provide that information when submitting your ticket.
+
+We have a help article to guide you through backing up your system [here.](/articles/backup-files)
+
+### 2. Do you have a Pop!\_OS or Ubuntu Live USB?
+
+A Live USB can be used as a rescue disk. This will provide us an outside OS environment to access your installed system, potentially rescue files that have not been backed up, or quickly reinstall the OS if necessary.
+
+We have an article to guide you through creating [Live USBs here.](/articles/live-disk)
+
+## Local repair and upgrades
+
+We offer techincal documenation (tech-docs such as service manuals) in this [article](/articles/guides).
+
+## Common Issue Sources
+
+### Software
+
+See this article for troubleshooting software issues [here.](/articles/software-triage)
+
+### Environment
+
+1. Are any other machines or users in your home or workspace experiencing the same issue?
+2. If the issue involves networking, have you tried resetting your modem/router?
+
+   **NOTE:** Please try this again, even if it appears no other devices are affected.
+
+3. Are there any devices in proximity with your system that could be causing Wi-Fi or Bluetooth interference?
+4. Is your work environment a stable temperature or has it been particularly warm or cold lately?
+5. Have you added any external devices or accessories to your machine and workflow lately?
+6. Has the machine ever suffered any fall or liquid damage?
+
+### Hardware
+
+Steps 3 and 5 from the above Environment section will confirm the issue is caused by hardware configuration or failure. We also recommend following this guide for [diagnosing hardware failure](/articles/hardware-failure).
+
+## What Information Should I Provide to Support?
+
+Any information or test results you can provide when opening your support case will help us resolve your issue faster. Please answer as many questions as you can, using this article as a guide for gathering information to submit when opening a support case.
+
+## Attaching Files In Your Ticket
+
+The summery that you send to start a ticket does not support file attachments; however, you can reply to the initial automated message with any attachements that you feel will be helpful.
+
+If you're having difficulty attaching a file, you can also email the file to [email protected]. Please be sure to tell us on the ticket if you have sent an email attachment.
+
+## Repair & Replacement
+
+We have several repair or replacement options available depending on the circumstances.
+
+### Advance Replacement Whole System - Within 30 days of Shipment
+
+We build and ship a replacement system with the same configuration, and have you return the defective system once the new one is received. More details will be provided if this process is requested.
+
+### Advance Replacement Part - Within Warranty Period
+
+We send a replacement part for self-service or service at a local repair shop, then have you return the defective part. We also provide the service manual for your machine if applicable. You can see the available [service manuals here](/articles/guides) and [here](https://tech-docs.system76.com/)
+
+More details will be provided if this process is requested.
+
+### Repair - Within Warranty
+
+We bring the system in for diagnosis and repairs. Repair costs are covered under warranty, except for accidental damage or misuse. More details will be provided if this process is requested.
+
+### Repair - Out of Warranty
+
+We bring the system in for paid diagnosis and repairs. Repair costs are not covered. More details will be provided if this process is requested.
+
+### Parts Purchase
+
+We create and offer a quote to purchase the part in question. We can offer the part number if you prefer to source the part elsewhere. More details will be provided if this process is requested.
+
+### Warranty Information
+
+Read the details of our warranty coverage [here.](https://system76.com/warranty)
+
+---
+
+<!--
+- Document Version: 1.0.0
+- Date: (12-19-2024)
+- Author: Thomas Zimmerman
+- Contributing Editor(s): Aaron Honeycutt
+-->