Problems specific to this business.
WHAT MOST TICKETS ARE ABOUT
Email not sending or arriving Websites down or slow Domain and nameserver confusion Certificates Passwords and access Billing and renewals
WHY EMAIL DOMINATES
It fails in many ways, most of them invisible to the customer.
WHAT TO ESTABLISH FIRST FOR ANY REPORT
Whether the problem is theirs, yours, or in between.
WHAT IN BETWEEN MEANS
Their connection, their device, their domain provider, or a third party.
HOW TO ESTABLISH IT
Test from outside Check the server Check whether others are affected
WHAT TO CHECK FOR A SITE REPORTED DOWN
Whether it responds from elsewhere Whether the domain resolves correctly Whether the certificate is valid Whether the account is suspended Whether resources were exceeded
WHY THE SUSPENSION CHECK MATTERS
It is a common cause, and it has a billing explanation.
WHAT TO CHECK FOR EMAIL PROBLEMS
Whether the message was accepted Whether it was delivered What the log says
WHAT TO NEVER SAY WITHOUT CHECKING
That it must be their end.
WHY
It is frequently wrong, and it is always resented.
WHAT TO PROVIDE WITH ANY ANSWER
The evidence.
WHY
It converts a claim into a fact.
