I work with a variety of web CMSs and one of the things they share in common is a config file that allows me to switch their own internal logging on.

I was wondering if your packaged app had something similar.

Although my CMSs have an official set of values that can be used for logging during a recent support call their tech guys detailed some hidden config settings that are used purely for debug and support purposes.

It may be worth asking your vendor whether such facilities exist in you app.  Make sure you don't ask a salesman.