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GUIDELINES FOR SUBMITTING A SUPPORT TICKET
As a general rule, this ticket system is reserved for letting us know when we need to take action on your behalf or if you are having problems using Austin Web Development services and can’t find answers on our site or knowledge base. Remember, you can change your service type, billing information, and contact information at http://secure.austindev.com/clients/.
We try to immediately respond and fix any issues or problems that you might be having, but to provide you with that level of support, we need a detailed but succinct description of what you’re experiencing.
Here’s a less than helpful example:
Subject: Help!
I can’t get to my site.
And here is an improved version:
Subject: Cannot access my site
Hi! I cannot access my domain which is hosted by you. I can get to google.com and yahoo.com from my computer, but not my site. My IP address is 123.123.123.123
My domain name test.com, I’m not sure if it helps, but I’m using Firefox as my browser.
I’d really appreciate you guys taking a look ASAP.
Thanks, Fred Smith.
IF A SERVICE IS DOWN
Our System Administrators have automatically been alerted, so there's no need to file a support ticket. Please check the status weblog for updates, and hold tight: we're working on it!
IF YOU STILL NEED US
You can submit a ticket requesting assistance.
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