Why how you ask matters
The more context you provide when requesting help, the faster and more accurately we can assist you. Clear requests reduce back-and-forth and help us focus on solving the issue instead of gathering missing details.
Start with the right channel
- Use the public contact form for general questions and pre-sales guidance
- Use the member portal for account-specific or technical support
- Submit a support ticket for anything related to an active service
What to include in your request
- A clear description of the problem or question
- Which service or package the request is related to
- What you expected to happen versus what actually happened
- Any error messages, warnings, or unusual behavior you are seeing
- When the issue started and whether it is ongoing or intermittent
What helps us respond faster
- One issue per ticket whenever possible
- Specific examples instead of general statements
- Steps already taken to troubleshoot, if any
Urgent versus non-urgent requests
Not all issues are urgent. If something is time-sensitive or service-blocking, clearly explain the impact. Urgency is determined by service impact, not by how a request is labeled.
Calls and follow-ups
Most issues are handled through tickets so we can respond with full context. Calls may be scheduled or routed when helpful, especially for urgent or complex situations.