Working with your host.
WHEN TO ESCALATE
Server-level problems affecting several accounts Anything you cannot diagnose Blacklisting at server level Suspected compromise affecting the server Resource issues you cannot explain Anything requiring root access
WHAT TO ESTABLISH FIRST
That it is not a single-account issue What you have already checked
WHY THAT MATTERS
A ticket with diagnostic detail is resolved faster.
WHAT TO INCLUDE IN A TICKET
The account username The domain Exactly what is happening When it started What you have already checked and ruled out Exact error messages
WHAT NOT TO SEND
"Site is down, please fix."
That produces questions rather than a fix.
WHAT TO DO WHILE WAITING
Keep your client informed.
They are your client, not ours.
WHAT TO TELL YOUR CLIENT
That you are working on it.
Not that you are waiting on someone else.
HOW TO REACH US
zillionkinghost.com/billing/submitticket.php
