Opening a support ticket (hosting department)

At Peters Web we pride ourselves on the service we provide to our clients, we want to be there with you every step of the way! When starting up your website, especially if its your first time, there are a lot of factors to take into account in the day to day running of your website.  Naturally there will be times when you need support and advice – both of which we are more than happy to provide. We have tried to make the process of getting in touch for support as easy as possible through the use of support tickets – these tickets are raised by the client and are then forwarded onto our hosting department. Once we receive a support ticket we will do our very best to resolve the issue reported as soon as we possibly can.

I have included a few bullet points below to advise you what to include on your support ticket (open a ticket) should you require help or advice on a given subject…

  1. Clearly state any issue you are having 
  2. When did you become aware of the issue in question?
  3. What are/were you doing initially when the issue became apparent?

A clear support ticket will help us to diagnose any issue you may have more quickly and as a result we will be able to troubleshoot any issues you have more effectively. Please don’t include any personal information such as passwords, we will get back in touch to reply to your support ticket and we will ask you for for personal information only if its absolutely necessary to resolve your query. We have access to your cPanel account and any software that you have installed (via Softaculous) so we can access files from our system.

Please note that we will only respond to the email that we have on file.

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