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Support Ticket Guidelines

You must follow below guidelines when opening/replying tickets. It helps us in resolving your problem faster. Not following these guidelines may result in delay in resolution of your support tickets.

  1. One ticket per issue/task
  2. Ticket subject line should be contextual
  3. Focus on the Details
  4. Don't bump ticket board
  5. One ticket per server
  6. Schedule tasks
  7. Server Access
  8. Fair use

One Ticket per issue/task

Only open one ticket for an issue/task. If a ticket is already open for one issue/task. Then don't add other problems/tasks in the same ticket, open a new ticket for them. Your requests will be ignored until you open a new ticket for them.

Exception (Case where you shouldn't open multiple tickets)

If you have a list of tasks/problems (4 or more ) that needs to be done on server. Then open ticket with numbered list of tasks. And our team will complete them and reply you back.

No additional tasks/problems should be added after you open the ticket. And in case you missed some tasks then open a new ticket for them. So make sure you double check the list of tasks before opening ticket.

Ticket subject line should be contextual

The brief description in subject line is the most important part of any support message that you write. It’s the first thing the support staff will see, and it gives the entire request context.

Bad subject lines give no context, are hastily written, and waste valuable space with redundant wording and punctuation.

Bad examples:

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

So don't use above subject lines when opening ticket.

Good subject lines can still convey urgency, while explaining why an issue is so important right off the bat.

Good examples:

  • ✅ All sites shows database error
  • ✅ All outgoing emails from server are rejected
  • ✅ Site XXXXXXXX.com is showing 500 error

Don't bump ticket board

You should not bump tickets i.e. replying(multiple times) to ticket that are already open. Each reply resets the tickets timer and pushes it back to the end of ticket queue. So if you keep updating the ticket then your ticket will keep going back to the end of ticket queue. Hence it will cause huge delay.

Focus on the Details

Sometimes we receive ticket with very vague explanation. And we have to go back and forth with several updates just to understand the exact problem. Unfortunately we cannot paste any ticket in public due to our privacy policy. So we created a dummy chat of what generally happens to give you an idea.

  • Client: My server is down. Please check.
  • Tech: I checked and your server is up and running. I randomly tested a few sites and all are loading on my end.
  • Client: But emails are not working.
  • Tech: I checked and your email service also up and running.Logs shows emails are going in/out from server without errors.
  • Client: The site xxxxxxx.com is not able to send emails.
  • Tech: Logs shows emails are working fine for that domain too. I also confirmed it by creating a test email account and sent email.
  • Client: User abc@xxxxxxx.com reported problem sending emails
  • Tech: Can you ask the user to provide his ip address.
  • Client: His IP is xx.xx.xx.xx
  • Tech: Server firewall blocked his IP due to multiple IMAP login failure.
    I have unblocked the IP now. Ask him to recheck the password configured in his email client and then try again
  • Client: Thank you it's working now. He has wrong password configured.

As you can see above a lot of time had been saved if the the client had just told us directly that user abc@xxxxxxx.com is not able to send emails. Even tough he knew the problem was just with one email account. He didn't let us know the exact problem and it caused huge delay in resolution.

Nothing will get your issue resolved more quickly than providing as much relevant detail as possible the very first time you reach out with a support request. Don’t wait for our techs to ask questions, give them the information up-front and you’ll get much better results. Here’s a list of things to consider when crafting your initial support ticket:

  • When exactly did you first notice the problem?
  • Have any updates been applied to the software/script in question, or any related software, recently?
  • Have you made any changes in your site?
  • Can the issue be replicated on multiple computers, and/or multiple mobile devices?
  • Is your problem happening in one browser, or all of them?
  • Do you see any specific error messages?

One ticket per server

If you have multiple servers with us then make sure to select the correct server when opening ticket. We will not be responsible for your mistake. If you select wrong server when opening ticket then our team will perform tasks on that server and you do not want that.

Also don't open ticket for one server and request some task/fix to be done on other server.

Schedule Tasks

To schedule tickets to be done at a specific time

  1. We must be informed 24 hours in advance
  2. We need 8 hour window to start work.
  3. The time should be specified in UTC or IST( Indian Standard Time )

We will try our best to accommodate scheduled requests but if we are unable to complete it within the requested time window, it will be automatically rescheduled for the same time window the following day

Server Access

We need your server root SSH access to investigate and fix issues. Off course you can change password as soon as your ticket is resolved and closed. But make sure to provide us the latest working login whenever a ticket is open.

There will be huge delay in ticket resolution is you don't provide us proper server access. And we are not going to be responsible for it.

Fair use

We provide very low cost shared server management service. So we ask you to be considerate of others. You should not open unnecessary tickets and cause problem for other users who use our service.