Effective support
We strive to offer the best support experience in our market. This means we aim to provide you with fast, knowledgeable, and accurate assistance every day (and night) of the year.
Our support process
We operate an email based ticketing system to triage and prioritise support cases. This allows us to assign the most relevant engineer to each case, collaborate on your issues across our team, and ensure that all appropriate details are taken into consideration when investigating and resolving your issue.
We know that you're busy, and simply want your issue to be fixed completely and accurately first time. We don't keep you on hold whilst we work on it, check details with colleagues, or anything else - you can get on with your day whilst we get on with fixing your issue.
We prioritise the most urgent cases first (e.g. server down), but in any case we aim to get back to you (with your issue resolved) as quickly as we can - and we measure that time in minutes, not in days!
It's sometimes necessary to discuss more complex issues in real-time; we're happy to schedule online meetings with a suitable engineer where it makes sense and will lead to a faster resolution - but all cases must be logged and described in a ticket first and foremost, and in most cases are solved most effectively that way. We'll make arrangements with you via the ticket if we consider an online meeting to be beneficial in resolving your case more expediently.
Opening tickets
The quality of our support also depends on your collaboration. In particular please:
- Try to keep one issue per ticket
- Provide the server hostname or IP address
- Provide the full URL
- Provide a detailed description of the issue you are encountering, including any actions you've taken already (to cause, or try to fix the issue), and any error messages or log entries you've noticed
- Include step by step instructions (and any login details) required to reproduce the issue you're facing
- Don't resume old tickets which were already closed: instead, open a new ticket and reference the old ticket ID
LLMs generate plausible-sounding sentences based on probability and are not a substitute for technical knowledge and experience. It's better to give us (only) the facts and let us use our knowledge and experience to help you, than to paste things that LLMs have told you into a support ticket - reading all of that is unlikely to convey additional facts, but may mislead or otherwise delay a resolution to your issue.
Priority escalations
Every one of your tickets is important to us, and we aim to handle all issues as promptly as possible.
If your issue is business critical and you did not receive an update within 15 minutes you may escalate your ticket by emailing the address indicated in the ticket auto-reply. Make sure the ticket mask is included in the subject line for the ticket to be prioritised by our support team.
Kindly note that priority escalations within the first 15 minutes of ticket creation will be rejected.
If you have additional information to share, please reply to the ticket directly (do not send new information to the escalations email address) to ensure it's available throughout the ticket lifecycle and can used to fully resolve your issue as quickly and efficiently as possible.
Feedback
Our management team constantly tune our internal support processes to maintain support quality. Feedback about your support experience powers our improvements.
If you have any comments regarding how we can serve your needs better, praise for a specific engineer that saved your day, or concerns requiring management review of any given ticket, please contact the management email address in our ticket auto-responder.
Please do not use this email address for priority escalations; your email will be received and read, but not with the expediency needed for escalation purposes!