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 usersuser's experience.
• Service is online/usable.

Medium Priority

• Max ticket response time of 12 Hours.
• Semi-urgent ticket.
• Problem impacting product/service that'sthat is slightly impacting the end usersuser's experience.
• Service is sick/mostly-mostly usable.

High Priority

• Max ticket response time of 4 Hours.
• Urgent ticket.
• Problem impacting product/service that's is completelyultimately impacting the end usersuser's experience.
• Service is offline/unusable.

Step 7

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

Step 8

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

Step 9

Attach Files, if applicable.

Step 10

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