The daily work of the business.
RESPOND QUICKLY
Even to acknowledge. A client who has heard nothing assumes nothing is happening.
An acknowledgement within an hour buys you the rest of the day.
ESTABLISH WHAT IS ACTUALLY WRONG
Clients describe symptoms vaguely. "The site is broken" has many causes.
Ask: what page, what happens, what is the exact message, when did it start, what changed.
THE THREE CHECKS
Does cPanel load Does a plain file load Does it work from mobile data
Two minutes, and they narrow most problems.
WHAT TO ESCALATE TO US
Server-level problems, resource limits, anything where you have established the fault is not in the client's site.
Open a ticket with what you have already checked. That makes it faster for everyone.
WHAT NOT TO DO
Guess in front of the client Promise a resolution time you do not know Blame the client, even when it was their change
KEEPING A RECORD
Note what the problem was and what fixed it. The same problems recur.
