Technical Support FAQs
Getting Help
Q: How do I contact support?
A: You can reach us through:
- Submit a Support Ticket (recommended for technical issues)
- Live Chat (for quick questions)
- Knowledge Base (self-service tutorials)
Q: What is your response time?
A: We aim to respond to tickets within 1-2 hours during business hours. Critical issues are prioritized 24/7.
Q: What information should I include in my ticket?
A: Please include:
- Your domain name or service affected
- Clear description of the issue
- Steps to reproduce the problem
- Any error messages (screenshots help!)
- What you've already tried
Common Issues
Q: My website is down. What do I do?
A: Check these first:
- Try a different browser or clear cache
- Check if it's down for everyone at isitdownrightnow.com
- Verify your domain hasn't expired
- Check for any unpaid invoices
- Contact support if the issue persists
Q: I can't log into cPanel. What should I do?
A:
- Verify you're using the correct URL (yourdomain.com/cpanel)
- Reset your password via Client Area → Your Service → Change Password
- Clear your browser cache
- Try a different browser
- Your IP may be blocked - contact support
Q: My emails aren't being delivered. Why?
A: Common causes:
- Check spam/junk folders
- Verify SPF, DKIM, and DMARC records
- Check if the recipient's server is blocking
- Verify your mailbox isn't full
- Review email logs in cPanel → Track Delivery
Q: My website is slow. How can I speed it up?
A: Try these optimizations:
- Optimize and compress images
- Enable caching (use a plugin for WordPress)
- Minimize plugins and scripts
- Use a CDN
- Check for resource-heavy processes
- Contact us about upgrading your plan
Self-Service Tools
Q: How do I check my resource usage?
A: In cPanel:
- Dashboard shows disk, bandwidth, and email usage
- Metrics → Resource Usage for CPU/memory
- Files → Disk Usage for detailed breakdown
Q: How do I view error logs?
A: In cPanel:
- Metrics → Errors for recent error log
- File Manager → /home/username/logs for raw logs
Q: How do I restore from a backup?
A: Options include:
- cPanel → Backup → Download or restore specific items
- Softaculous → Backup → Restore for app backups
- Contact support for full account restoration
Escalation
Q: My issue isn't resolved. What now?
A: Reply to your ticket requesting escalation, or ask for a senior technician. We're committed to resolving every issue.
Q: Do you offer phone support?
A: Currently, we provide support via tickets and live chat. These methods allow us to document issues and provide faster, more accurate solutions.
