Working with your host.
TICKET
A logged support request with a reference.
SLA
A service level agreement, stating commitments such as uptime or response times.
ESCALATION
Passing an issue to a level with greater capability or authority.
DOWNTIME
A period during which a service is unavailable.
OUTAGE
An unplanned interruption.
MAINTENANCE WINDOW
A scheduled period for work that may affect service.
INCIDENT
An unplanned event affecting service.
POST-INCIDENT REVIEW
Establishing what happened and what prevents recurrence.
ROOT CAUSE
The underlying reason, as distinct from the symptom.
MIGRATION
Moving a site or account between hosts or servers.
PROPAGATION
The period during which DNS changes take effect.
WHAT SPEEDS UP ANY TICKET
The account name, the domain, the exact error, and what you already checked.
