L1 support are users of the software, just like their customers. If the application doesn't provide them with enough information to do their job, then that's a

L1 support are users of the software, just like their customers. If the application doesn't provide them with enough information to do their job, then that's a failure of the application. And by "application" I mean the combined software, release, documentation, runbooks, etc. Not just the latest git tag pushed.