Opening a support ticket
How do I open a support ticket?
Go to My Account → Support, click "New ticket" and fill in the form.
Fill in the following information:
- Priority: Low, Normal, High, Urgent
- Subject: a short and descriptive title
- Message: describe your issue in detail
- Attachments: you can attach files (screenshots, logs...)
- Related to: you can link the ticket to one of your services or invoices
Click "Send" to create the ticket. You will receive an email notification.
Which department should I choose for my request?
Choose the department that handles your topic: it decides which team will answer you.
- Technical Support — for issues related to your services
- Sales — for commercial requests and quotes
- Billing & Admin — for payment, invoice and account questions
A ticket filed in the wrong department is redirected, but that costs response time.
What should I include to get a fast answer?
The service concerned, the exact error message and the time it happened: those three spare a round trip.
Use the "Related to" field to attach the ticket to the service or invoice involved, and add a screenshot rather than an approximate description.