How do I open a support ticket?
Step 1
Step 1
Sign into the Billing Area.
Step 2
Select the Support icon on the side navigation bar.
Step 3
Select Open Ticket in the sub-menu that appeared.
Step 4
Select the Department that closely resembles the issue you are having.
Step 5
On the Ticket Information section on the top. Select the Related Service if applicable.
Step 6
Select the Priority of the ticket.
Low Priority
- Max ticket response time of 24 Hours.
- Non-urgent ticket.
- Problem impacting product/service that's not impacting the end users experience.
- Service is online/usable.
Medium Priority
- Max ticket response time of 12 Hours.
- Semi-urgent ticket.
- Problem impacting product/service that's is slightly impacting the end users experience.
- Service is sick/mostly-usable.
High Priority
- Max ticket response time of 4 Hours.
- Urgent ticket.
- Problem impacting product/service that's is completely impacting the end users experience.
- Service is offline/unusable.
Step 7
Select the Cancellation type.
"Immediate" Cancellation
The Immediate option terminates the product/service on the same day around (8:00 PM EST/12:00 AM GMT), regardless of the service's Next Due Date.
"End of Billing Period" Cancellation
The End of Billing Period option terminates the product/service on the service's Next Due Date.