Submitting Service or Support Requests

Submitting a detailed support or service request is the best way to get a prompt and concise response from our Service and Support team. The following are guidelines and best practices for submitting a request that will help AlpineWeb help you.

General Guidelines and Best Practices

Before submitting a Service or Support Request, Check the Knowledgebase. If it's a "how-to" related question or a commonly reported problem (like updating your email address) it's worth a quick search to find or identify a solution. It's faster, and you also get that nice DIY endorphin kick when you fix a problem yourself up.

Submit a ticket from an authorized contact email address. Sending an Service or Support Request from an email address not in our system will result in a bounced email message. This is usually the email address used when you initially created your account and ordered a Hosting Plan or registered a Domain Name. Additional Contacts can be added to your Customer account, see this Knowledgebase Article about Sub Accounts.

Focus on the Details

Nothing will get your issue resolved more quickly than providing as much detail as possible the very first time you reach out with a support request. Don’t wait for our support Technicians 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:

  • Submit a helpful Subject line:

    The brief description or subject line is the most important part of any support message that you write. It’s the first thing our support staff will see, and it gives the entire request context. "I can't send email" is better than "my email doesn't work."

    Bad subject lines do not provide context, are hastily written, and waste valuable space with redundant wording and punctuation.

    Examples:

    1. URGENT!!!
    2. Need help now!! Site is BROKEN!!

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

    Examples:

    1. URGENT: 500 Error on product detail page
    2. When I click the link below I get a 404 Page, Not Found Error
  • Are you seeing any specific error messages? Error messages are important.
  • When exactly did you first notice the problem? We may be reviewing error logs. Knowing when the problem occured will help us track down the problem faster.
  • Have any updates or changes been applied to the software in question, your website, email account, your office computer or laptop recently?
  • Can the issue be replicated on multiple computers, and/or multiple mobile devices? Give us the information needed so that we can replicate the problem you are experiencing. It will help us to identify the problem and resolve it faster.
  • Is your problem happening in one web browser, email client, customer account, cPanel login or all of them?

Gather and include the information you know

If you have already attempted a fix, outline what you have already tried in the ticket. This will help to shorten the time it will take us to resolve the issue.

Submit one ticket (per issue)

Submitting multiple ticket requests regarding the same issue actually slows down the process. If you have additional information you would like to add to a service or support request, reply to the automatically generated email (that gives your ticket number) so that we can have all the pertinent info in one ticket. New tickets will, by definition, be "further down" in the queue, so your first ticket will always be handled first.

Additional Suggestions

Be nice - it’ll get you far! Showing gratitude is a lot more powerful than you think. Remember, our Support Technicians and Account Managers are people too, and more than likely you’ll end up working with the same individual again in the future - so keep it friendly if you want them on your side ;)

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