Before opening a ticket about an outage, check whether we already know.
ANNOUNCEMENTS
Support > Announcements carries planned maintenance, service changes, price changes and general notices. Worth checking monthly even when nothing is wrong.
NETWORK ISSUES
Lists current, scheduled and resolved incidents with the affected servers and expected resolution. If your server is listed, we are already working on it.
KNOWING YOUR SERVER
Your welcome email and cPanel both show which server your account sits on. Knowing the name lets you tell at a glance whether a posted incident affects you.
WHEN TO OPEN A TICKET ANYWAY
Your problem does not match anything posted Your site is affected differently from what the notice describes You need an estimate specific to your situation The problem persists after an incident is marked resolved
WHAT NOT TO DO
Opening multiple tickets during a known incident slows resolution for everyone. One ticket, updated as needed.
NOTIFICATIONS
Announcements are emailed to the address on your account. Another reason to keep it current and out of your spam folder.
