The whole category in one page.
WHAT DETERMINES CLIENT SATISFACTION
Response speed, more than resolution speed.
A client told promptly that you are working on it is satisfied. One hearing nothing for hours is not, even if you resolve it faster.
THE DIAGNOSTIC THAT SAVES THE MOST TIME
For any email problem: does webmail work?
It separates server problems from client configuration immediately.
FOR ANY SITE DOWN REPORT
Establish whether it is one account or all of them before anything else.
That determines whether it is yours to fix or ours.
DEFINE YOUR SCOPE IN WRITING
Without a boundary, every request is assumed included.
"That is outside our hosting support, and I can quote for it separately" is an offer, not a refusal.
HOW TO EXPLAIN PROBLEMS
The effect and the fix, not the mechanism.
Clients want to know whether it is fixed, whether it recurs, and what they must do.
BEFORE ANY MIGRATION
Record every existing DNS record, and test with a hosts file before switching nameservers.
Tell the client not to cancel the old hosting for a week.
BEFORE RESETTING ANY ACCESS
Verify the person asking is the account holder, through your own records.
WHEN ESCALATING TO US
Include what you have already checked and ruled out. And keep your client informed yourself.
