Support Ticket Guidelines

To help us stay organized and resolve your issues faster, please follow these guidelines when opening or replying to tickets. Tickets that don’t follow these rules will not be answered or resolved.

1. One ticket per issue/task
2. Use a Clear, Contextual Subject Line
3. Provide Complete Details Upfront
4. Don't bump or spam the ticket board
5. Select the Correct Server
6. Scheduling Tasks
7. Provide Server Access
8. Fair Use Policy

One Ticket per Issue/Task

1. Open a separate ticket for each distinct problem or task.
2. Do not combine multiple unrelated issues in a single ticket.
3. Once an issue is resolved, please close that ticket. Do not continue with new issues in the same ticket, as they will not be addressed.
4. Exception: If you have 4 or more tasks on the same server, you may list them all in one ticket (numbered). However, do not keep adding more tasks to that ticket later.

Use a Clear, Contextual Subject Line

The subject line is the first thing our support team sees. Make it specific and meaningful.

Bad subject lines:

• ❌ URGENT !!!
• ❌ Issue
• ❌ Emergency problem
• ❌ Server Problem

Good subject lines:

• ✅ All sites showing database error
• ✅ Site xxxxxxx.com is not working
• ✅ Site xxxxxxx.com showing 500 error

Provide Complete Details Upfront

To help us resolve your issue quickly, please include:

• When the issue started
• Any recent changes (software updates, configuration changes, etc.)
• Steps you have already tried
• Exact error messages, logs, or screenshots
• Whether the issue occurs everywhere or only on certain browsers/devices

The more detailed information you provide initially, the fewer back-and-forth messages will be needed.

Don't Bump or Spam the Ticket Board

1. Each new reply resets your ticket’s position in the queue. Sending multiple replies in a row will delay your ticket’s resolution.
2. Please wait for our response instead of sending repeated follow-ups.

Select the Correct Server

• Always select the correct server when creating your ticket.
• If you request work on the wrong server, we will perform tasks there, and you will be responsible for any consequences.

Scheduling Tasks

If you want work done at a specific time:

1. Notify us at least 24 hours in advance.
2. Allow an 8-hour window to begin work.
3. Specify time in IST (Indian Standard Time).
4. Use Time Zone Converter if needed.

We will do our best to meet your scheduled request. If we cannot, we will reschedule within the same time window the next day.

Provide Server Access

• We require root SSH access to investigate and fix most issues.
• You can change passwords afterward, but be sure to provide the current working login at the start.
• Delays are likely if correct access isn’t provided. We won’t be responsible for delays due to missing or incorrect credentials.

Fair Use Policy

This is a shared service. So be considerate of other users. Abuse of the system may lead to your requests being deprioritized.