Every customer would like to see their support ticket resolved as fast as possible. When contacting our support team you should include as much relevant information as possible. By doing this our support team will be able to solve your issue and give you a reply faster.
1. Check knowledgebase and run diagnose
The first thing you should do when experiencing any issues with one of our services, is to check the knowledgebase for solutions. If you do not find the answer there, you can run a diagnose via the client portal. This will give you information on any issues with your services.
2. Use descriptive title
If you did not find the solution to your problem in the knowledgebase or by running a diagnose, you should contact our support team.
The first information we receive regarding your problem is the title of your problem. Please try and describe the problem as clearly and precise as possible. Using titles as “Help! Everything is offline” or “Important!!!!” gives us no information on what the problem is regarding.
Use titles such as “Outgoing email is not working for any accounts” or “Disc space is full”. These titles will give our support team essential information on what the problem is regarding from the beginning.
3. Only give us information related to the issue
At times clients gives our support team an extreme amount of information when contacting us. Remember that the more unrelated information you give us, the more information our support team will need to read through and the longer time it takes them before they can start working on the issue.
In other words, the more information related to the issue, less time is spent scanning for relevant information.
- Here are some examples of relevant information you should let us know:
- What domain name is the problem regarding
- Which service (website, email, DNS, database) is the problem regarding
Here are examples of relevant information you should include when you have issues regarding email:
Is webmail working?
Which email client are you using?
Which operative system are you using?
Is the issue regarding incoming-, outgoing email or both?
Is the issue regarding one specific email account or all the email accounts?
If the issue is only concerning one account, please state the account.
Have you received any error messages? What is the content of these?
4. Grant access and permission
To solve an issue our support team will often need to reproduce the issue. This requires a form for login. You should therefore give us access to the account if it is required to reproduce the issue or to solve the issue.
Sometimes it may be necessary to change configuration or the account to solve the issue. If you already know this when contacting us, you should give our support team permission to execute these actions. You will then save the time spent with us asking you for permission and waiting for your reply.
5. Use the same support ticket when updating your issue
If you need to update your support ticket with more information, you should use the same ticket code. If you send us a new support ticket, our support team will spend time collecting information from different support tickets regarding the same issue.
In case you have solved your issue before you have received an answer from us, we always appreciate if you update your support ticket so we can close it.
6. Priority support
All our Premium and Enterprise web hosting has VIP support included and will have priority support. You can easily upgrade your web hosting from Pro Start or Pro Medium if you would like to have the benefits of Pro Premium web hosting. Alternatively you can order VIP support as an add on service for any other service or product we offer for only 3€ per month. VIP support cover all services and products in your account.
When you have an issue with your web hosting or any other service at PRO ISP you should always check our knowledgebase first. If you do not find the solution to your problem here, try running a diagnose.
If you are still experiencing the issue, you can contact our support team via email, live chat and phone. Please provide relevant information, give us access and permissions to give our support team all the tools they need to solve your issue in one reply.
We include VIP support for all Pro Premium and Enterprise web hosting or as an add on service for any other service or product we offer.