General Support Request
Before contacting support,
please search our documentation
for a solution to your problem. If you can't find the answers, check with our
forum.
To ensure prompt resolution
of your problems, give a clear and detailed description of the situation.
A correctly asked question contains half of the answer.
Make sure to describe different problems in separate support tickets, as
they are most likely to be answered by different support
representatives. This will significantly speed up the response time, as
well as resolution of the issues.
We don't provide reseller or end user support. If you are a hosting
reseller or a webhosting client, please, contact your hosting provider.
In your support request please specify who you are
so we can identify you using our customer database.
Required: Before submitting support request, make sure to
follow the security procedure.
Your support request should contain the following information:
- Your control panel URL
- The exact version of your H-Sphere
- IP addresses of the problem servers, if applicable
- Problem user/reseller accounts, if applicable
- Passwords to the problem user packages or services such as FrontPage, MySQL databases, etc.
- Symptoms of the problem, examples
- Related error messages from your web interface, support center, and log files
- Related screenshots of the cp interface
- Document URL you are using as the basis for instruction (give quotes where necessary)
Following are examples of general support requests:
Example 1:
Hello support,
I have recently had H-Sphere installed.
CP URL: ...
Affected accounts: 1056, 1132, 2243 and 2308.
Problem description: Disk quota in my customers' control panels is 0 and they can't change it.
Screenshots of user control panels attached.
Example 2:
Hello support,
My reseller examplehosting has billing problems with one of his customers.
CP URL: ...
Affected account: 2308.
Problem description: The customer signed up on 1/1/2003 and paid the normal monthly fee.
On 15 Jan 2003, he reached the traffic limit of 7.5GB. He should be charged for all the
bandwidth from 15 Jan till 31 Jan at the overusage rate. However, February 1st, he got
charged the normal monthly fee again. The fee for overusage bandwidth was not charged
as it should have been according to your documentation at
http://www.psoft.net/HSdocumentation/admin/billing.html#traffic
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