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How to successfully deal with support team

support
March 12, 2021
Author: Hamster, www.hostens.com

Getting help with your services is easier if you know what to expect when you reach out to our support team and what you can do to make the process as quick as possible.

Successfully communicating with our support team’s IT experts requires some preparation on your part as your goal is to provide them with as much information as you can. In your message, you should share everything you know about your problem so that Hostens’ support team can solve the issue as quickly as possible – if our experts can do that, of course.

People who contact the support team are often frustrated and want someone else to take over the issue. Unfortunately, this is not always possible (due to the problem or service type). You must understand our limitations and find shortcuts to manage your time.

Recently we have upgraded our support system and introduced some new features. We used to solve some problems only when a client opened a ticket, now we can do it through our chat.

One thing that hasn’t changed is that the Hostens support team works 24/7, and you can contact us via chat or email when you have an issue with your service or questions.

This article will help you cope with your problems, give you some advice for contacting the support team and let you know what to expect when you interact with the support team experts.

1. Try to investigate the problem

If your website is not working or the server is inaccessible via SSH, you can try to fix your problem by yourself first. If the website is down, you can start by checking your website’s DNS records or the error message you receive when you open the site.
If VPS is not accessible via SSH, you can always access your VPS via Emergency Console to make sure that the problem is not related to the server’s configuration.
However, if the problem isn’t something on your end and related to your service provider, you can check out the Hostens Status Page to determine if there’s a malfunction or maintenance shortage from our side. If it turns out that Hostens is experiencing downtime, there is no need to contact us, as we’re already aware of the problem.

If you manage to find the problem or want to install/configure something on your server or shared/reseller hosting package, you might search for a guide in our knowledge base.
We have prepared quite a lot of tutorials for various situations. Thus feel free to look up there too.

2. Contact the support team and describe the problem in detail

If you have done your investigation, but you still cannot see where the problem is, it is probably time to get in touch with our support team. Before contacting us, you should gather all the necessary information that helps IT specialists understand your problem. In your message, you should provide your service details (domain, hostname, IP address, or other information depending on which service you are using) and what kind of problem exactly you are facing. Gather as much detailed information as you can because being thorough and specific will make it much easier for the Hostens support team to find a solution for you quickly.

You can get in touch with a support agent by email or live chat. You can contact a support team member via chat at the client area by clicking on Support –> Open New Support Request. The chat window will pop out in your browser. If you are not logged in to your account, you can open the chat window in your browser by clicking on the chat icon, at the bottom of the screen on the right.
Moreover, you can contact us here through the contact form.

3. Be cooperative with our support team

Our support team works 24/7, and they try to answer all the questions and solve the problem as quickly as possible. If a situation requires more in-depth investigation, we inform our clients about it.
As soon as the problem is solved or we have more information about it, we inform our clients by email, alternatively, you can check the answer by reopening the chat.
One more thing – be prepared to answer some questions and maybe even perform a few tasks to help us diagnose the trouble.
However, if it turns out the problem is not with Hostens, our IT specialists will try to point you in the right direction to get it sorted out.

4. Patience

The most important factor of successful support work is patience. Suppose the question or problem is simple and straightforward, and the IT expert has heard the same or similar description before. In that case, the answer or the solution probably will be provided within a couple of minutes. However, if your message is not explicit enough, or you do not provide enough information, our team members will ask additional questions to understand the exact issue and provide the solution.
Some new or unusual problems take up more time than known and straightforward issues. Our support team will need to troubleshoot and eliminate various possible factors and causes until the problem’s source is identified and can be resolved.

In conclusion, it is crucial to explain your problem and provide as much information as you can in your first message. So be thorough and specific.

Have any questions? Do not hesitate to contact us!