How to Receive Hosting Support

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Revision as of 11:42, 19 April 2012 by Xav0989 (Talk | contribs)

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The first thing you should do if you need hosting support is to search our forums. (link) If you can't find a solution that works by searching, it might be in this Wiki or in the Knowledgebase. If you still can't find what you are looking for, you have two options.

Ticketed Support System

This is the official way to receive hosting support from x10Hosting. You start by creating a ticket through the Account Portal.

  1. Sign in to the portal
  2. On the "Support" menu, click "Create Ticket".
  3. Fill out the support form fields and click "Create".

Be sure to write a meaningful, specific description. Descriptions like "Please help" or "help me" are extremely unhelpful, as every support ticket is someone asking for help. Similarly, the explanation should be clear & specific. Write a list of all the steps to reproduce the issue. If you are getting an error message, include the exact error message. Include any pertinent software, such as the browser you're using, including the version number.

You can access existing tickets from the Account Portal, using the "View Tickets" item on the "Support" menu.

Live Chat

This is not the official way to receive support and there is no guarantee that you will receive help in the chat. Our chat system is an IRC server. Support through IRC is subject to the disponibility of Community Support Representatives on the IRC server. You can use our embedded IRC client or you can use your own client. Our server is using port 6667. The main support channel is #x10Hub. You will be connected to a Community Support Representative, the same ones that handle issues in the ticket queue.

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