Knowledgebase

When something isn't working right, providing the right kind of information helps solve your problem more quickly and easily. That's good for everybody!

Here is some of the information you may want to include:

• What, exactly, is happening? Be specific, including copying and pasting any error messages you're receving exactly. (To copy and paste, Windows users can use Control + C to copy, and Control + V to paste.)
  
  
• How long has this been going on? Is this the first time you noticed the problem? As a rule of thumb, the more quickly you report a new issue, the easier it often is to track.
  
  
• Approximately what date and time did the problem last occur? This info helps track issues that create errors in the server logs.
  
  
• Is it consistent? Or intermittent? Do you have the same issue arise every time you try? Or it is hit and miss?
  
  
• Have you done any work on your site around the time the problem appeared? This question applies even if said work shouldn't impact the issue you're having. Sometimes tech bugs can be tricky that way.
  
  
• If the problem is related to email you've recieved, please include a copy of the email, with full header information. At the very least, be sure to include the exact error message you're recieving.
  
  
• For website problems, what browser and version are you using? (E.G IE7, FireFox 3, etc.).
  
  
• Have you tried to address the problem yourself? If so, what have you tried so far?
  
  
• For websites or domain names, be sure you're using an email address not associated with the domain. Having your technical support contacts to go to an email account seperate from your hosted domain allows you to still get email related to your services even if there is an issue.
  
  

The more of these guidelines you can follow, the easier it is to provide support for you. Your help is greatly appreciated!

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