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As much as we try to avoid it, downtime happens from time to time in web hosting. Even companies that offer 99.9% uptime can go down for a bit of time. Also, badly configured software, hacking attempts, and other technical issues can bring a site down as well. It is important to do everything you can from your site regarding your website to reduce the possibility of downtimes: securing your site with strong passwords to keep out hacker attempts, as well as upgrading software to plug security holes are just two ways you can help keep your site up and running. However, there comes a point where your site is down and you’ve done everything you can. What do you do next in order to alert your new web hosting company about the problem?
The answer is that you must file what’s called a support ticket to let them know about the problem. Also referred to as a ‘trouble ticket’, a support ticket is a description of the problem at hand. Generally, you want to include as much information as you can so the tech support representative can try different things to fix the problem. If they have additional questions, they’ll usually go back into the support ticket and ask them. Most web hosting companies have a separate ticket system that tracks all comments left on it so that a record can be shown the problem was worked on.
After the support ticket has been filed, you have to give the support team time to fix the problem. If they need you to do something else to the site to test, they’ll let you know of this as well. For the best service possible, it’s important not to bother the support team for constant updates – if they tell you they’re working on it, that’s exactly what’s happening. On a shared hosting account, there could be hundreds of other support tickets in front of yours that also need the attention of staff.
The real key here is to make sure to give complete information, to be quick about answering questions and testing things as necessary, and to be patient so the hosting support representatives can work on getting your site up and running as quickly as possible. If you take these points to heart, you will have a much better experience the next time you have to handle downtime issues with your website!
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