How do I open a support ticket?

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

Fill in the Subject, summarizing your message in under a sentence.

Step 8

Fill in the Message, attempt to much as much info as you can if possible in the message box. The more information you put, the less questions we have to ask which allows us to resolve your query faster.

Step 8

Attach Files, if applicable.

Step 9

Submit the ticket, you will receive an email confirmation saying your ticket has been received with more information.