Record what you observe
Provide the specific page URL, error message and time. Screenshots should show the issue without exposing accounts, tokens or customer information.
Explain the impact
Describe whether all visitors, some users or only you are affected, and which business activities are blocked. Separate facts from assumptions.
Review recent changes
Mention recent deployments, updates, migrations or configuration changes. Say when you are unsure.
Summarize the environment
List the website software, hosting environment and providers you know about. You do not need to send access passwords in your first message.
Explain your goal and timing constraints
Tell the engineer which activity matters most to restore, when you are available, what backups exist and which maintenance windows are acceptable.