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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

SelectFill in the CancellationSubject, type.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.

"Immediate" Cancellation
Step
8

TheAttach Files, Immediateif applicable.

option
Step terminates9

Submit the product/serviceticket, onyou thewill samereceive dayan aroundemail (8:00confirmation PMsaying EST/12:00your AMticket GMT),has regardlessbeen ofreceived thewith service'smore Next Due Date.information.

"End of Billing Period" Cancellation

The End of Billing Period option terminates the product/service on the service's Next Due Date.