1. Verify Your Permissions
Before submitting a support request, ensure you have the necessary access to the relevant subscription. You should be either the Owner or a User authorized to create tickets.
2. What to Include in Your Ticket
To provide your support agent with the best chance for a quick resolution, make sure to include the following key components in your ticket:
- Subject
- Replication steps and details
- Server access and other credentials as may be needed
Essential Information for Your Ticket
Help us assist you faster by providing clear, step-by-step instructions to replicate the issue. By giving the right information upfront, you can avoid the back-and-forth exchanges that often arise from missing details. This guide aims to help you resolve any issues swiftly.
Priority Levels
- Low: Minimal impact on work; likely addressed within a week.
- Normal: Some impact on work; likely addressed within two days.
- High: Significant impact on individual work; likely addressed within an hour during work hours.
- Urgent: Major impact on team operations; will be addressed immediately, 24/7. For outages and emergencies only.
Be cautious when marking something as “Urgent”; misusing this priority can hinder your relationship with the helpdesk.
Select the Right Department
When requesting support, consider the perspective of the helpdesk agent. Properly categorizing your ticket is crucial for providing context and ensuring effective assistance.
Keep the Five W's in Mind:
- Who is affected by this issue?
- What is impacted?
- When did this issue first arise?
- Where is this issue occurring?
- Why/How does this affect the individual or organization?
3. Provide Detailed Information Based on Your Service Type
For cPanel, Plesk, and WP Squared Shared Hosting Customers:
To expedite your case, you may consider providing the following information:
- Request Type: Specify whether you need technical or customer service support.
- Subject: A brief description of your issue.
- Description: A more detailed explanation of your issue.
- Issue Start and End Times: Indicate when the issue began and ended.
- Version
- Stack Trace or Log Entries
- Reproducible Case: Provide steps to replicate the issue.
- Application Flow Explanation
- User Impact: Describe how users are affected.
- Screenshots or Screen Recordings: Attach visual evidence of the issue, such as screenshots or recordings. If you can't provide images, include the exact text of any error messages.
For VPS and Dedicated Server Customers:
If you purchased a cPanel & WHM or Plesk, WP Squared, or Webuzo license from WebHostingM and are experiencing technical issues with your server, you can submit a support request. Our Technical Support team operates 24/7 and covers the following products:
- cPanel & WHM
- cPanel DNSOnly
- CloudLinux™
- KernelCare
- Imunify360
- LiteSpeed Web Server
- JetBackup
- WHMCS
- Plesk
- Webuzo
- WP Squared
When submitting a ticket, include:
- Your server's IP address and possibly the hostname (include instructions on how to find this information).
- A clear subject line that summarizes the issue.
- A detailed issue description, including any error messages. If possible, provide the exact error text for context.
- Steps to replicate the issue, detailing any changes made before the problem occurred.
- Any solutions you have already attempted using the provided documentation.
- Server Details: Grant our support team access to your server by adding our public SSH key, allowing them to investigate the issue directly.
4. Research Your Issue
Before creating a ticket, invest some time in researching and attempting to resolve the issue independently. This proactive approach can save you time and might lead you to a solution without needing external help.
- Check the Knowledgebase: Visit WebHostingM Knowledgebase to see if there's an existing guide for your issue.
5. Tips for Effective Searches in Support Articles
When looking for solutions, keep these strategies in mind:
- Start Broad: Begin with general terms; you can refine your search as needed.
- Be Specific: Choose keywords that are likely to appear in relevant articles.
- Combine Keywords: Using multiple terms can often yield better results.
- Expand Your Search: If your initial search is unproductive, gradually add more terms.
- Use Various Descriptions: Different people may describe the same issue differently, so try alternative terms.
6. Submitting Your Support Ticket
If you can't find the information you need after researching, you can submit a support ticket. Create a ticket at Submit a Ticket and manage your requests at Support Tickets.
By following these steps, you can facilitate a smoother process in getting the assistance you need from WebHostingM's support team.
