I agree with the point around information gathering. Good technical teams have guides for endusers to collect relevant information. In this case the engineering

I agree with the point around information gathering. Good technical teams have guides for endusers to collect relevant information. In this case the engineering team may have shared information with the TSCs to help narrow down the root cause. This also highlights why support agents shouldn't be 100 engaged with customers. They need time to review and amend runbooks, consult with engineering teams, etc.