6 tips: How to get faster and better support
Written by: Isabelle

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.

Tip!
We offer VIP support for all Pro Premium and Enterprise web hosting or as an add on service for any other service or product we offer.

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.

fast support

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.

fast support

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.

Summary

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.

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How to recognize and avoid fake emails?
Written by: Isabelle

Fake emails are one of the biggest security threats online against private individuals and companies. Behind these emails are scammers trying to steal your personal information to abuse this. In a survey conducted by Intel Security, 80% of people cannot identify phishing emails.

What is a fake email and what is phishing?

A fake email is a type of fraud. Most of the times so called phishing is used. Phishing is a term for digital spying or “fishing” for sensitive information, such as passwords or credit card information.

A phishing email will try to cheat the receiver into believing the sender of the email is someone else. The email will contain logo and other elements to give the impression its a serious and genuine email. It will encourage you to click the links in the email. These links will lead to what may appear as a serious website, such as Google, DNB or any other companies we deem as secure and trustworthy. In reality you have now accessed a fake website created by the scammers, who will have access to any information you enter on the website.

fake emails

An increasing issue

Statistics shows that phishing and fake emails is an increasing issue when it comes to security. According to  “Enterprise phishing resiliency and defense report” phishing has increased with 65% in 2017. Wombat security reports in “2018 state of the Phish” that 76% of companies had reported being subject to phishing attacks in the past year.

As much as 95% of all attacks on company’s networks are the result of a successful spear phishing attack (an advanced and targeted form of phishing often directed towards companies) according to Networkworld.

Take precautions

There are several precautions you can do in order to avoid being a victim to fake emails and phishing, as a person and a company. An advanced and sophisticated spam filter is the first line of defense since this will stop many of the fake emails. All our web hosting includes spam filter. If you have Pro Premium hosting you also have access to SpamExperts, which is a more advanced and accurate spam filter.

Since the human factor is the weakest link when it comes to this problem, the most important measure you can do is get yourself (and your employees) familiar with some guidelines:

  • Do not trust senders name

    One of the most used tactics for fake emails is abusing the senders name. Do not trust the senders name, but also check the email address as well. If it seems suspicious, do not open the email.

  • Look, but do not click

    If the email contains links, hover the mouse over these to check where they lead but do not click. If the link appears suspicious, do not click them.

  • Check for spelling mistakes

    Companies and organizations are meticulous with their emails. Serious emails normally do not have spelling mistakes or poor language.

  • Analyze the subject

    If the email is addressed to “Dear client” it could be a sign of a fake email. Companies and organizations normally use a greeting including at least the first name of the client.

  • Do not give out personal information

    Banks and companies with access to sensitive information will never ask you to provide this information via email.

  • The use of “urgent” or any threatening language in the subject

    Giving the impression the email is urgent or using fear is a tactic often used in phishing emails.

  • Check the signature

    Lack of details regarding the sender and how you can contact the company is often a sign of phishing. Serious companies will always include their contact information.

  • Do not open attachments

    Fake emails often include attachments with malware. If you open this it can destroy files on your computer, steal your passwords or even spy on you without your knowledge. Do not open attachments you did not expect to receive.

  • Be skeptical 

    These fake emails have become highly sophisticated. Even though an email has the company’s logo, correct spelling and appears to be a valid email, this does not mean it is. Be skeptical and if you find an email to be suspicious, do not open it.

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