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content/reference/support-tickets.md

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+---
+title: "How to Open a Support Ticket"
+description: "How to contact Arcline support, what information to include, and expected response times."
+section: reference
+order: 5
+---
+
+# How to Open a Support Ticket
+
+When you need help, opening a support ticket is the best way to get a response. This page explains how tickets work and what to include.
+
+---
+
+## Before opening a ticket
+
+Check these resources first — your question may already be answered:
+
+- **Knowledge base**: Browse the guides in this docs site
+- **Status page**: Check [status.arclineit.com](https://status.arclineit.com) for any active incidents or scheduled maintenance
+- **FAQ**: Visit [arcline.it/faq](https://arcline.it/faq) for common questions
+
+---
+
+## Opening a ticket
+
+### Via the customer portal (recommended)
+
+1. Log in to the [Arcline Customer Portal](https://portal.arclineit.com)
+2. Click **Support → New Ticket**
+3. Select the relevant department:
+   - **Billing** — invoices, plan changes, cancellations
+   - **Technical** — server issues, website problems, email setup
+   - **Migration** — moving from another provider to Arcline
+4. Fill in the subject and description
+5. Include as much detail as possible (see below)
+6. Click **Submit**
+
+You'll receive a confirmation email with the ticket number.
+
+### Via email
+
+Send an email to **support@arclineit.com**. Include:
+
+- Your account username or email
+- A clear subject line
+- A detailed description of the issue
+- Any relevant screenshots or error messages
+
+Your email will automatically create a ticket in the system and you'll receive a confirmation reply.
+
+---
+
+## What to include in a ticket
+
+The more detail you provide, the faster we can help. Include:
+
+| Detail | Example |
+|--------|---------|
+| **Your domain** | `example.com` |
+| **What you're trying to do** | "I'm trying to install WordPress on my VPS" |
+| **What's happening** | "I get a 500 error when visiting example.com/wp-admin" |
+| **What you've already tried** | "I've checked that PHP is running and the database credentials are correct" |
+| **Relevant logs or errors** | Paste the exact error message, not a summary |
+| **Recent changes** | "I updated WordPress to 6.7 yesterday" |
+
+---
+
+## Response times
+
+| Priority | Response time | When to use |
+|----------|--------------|-------------|
+| **Critical** | < 1 hour | Site is down, email is not working, security issue |
+| **High** | < 4 hours | Site is slow but accessible, email is delayed |
+| **Normal** | < 24 hours | Configuration help, billing questions, migration support |
+| **Low** | < 72 hours | Feature requests, general questions, feedback |
+
+Response times are based on Eastern Time (ET), Monday through Friday. Weekend and holiday responses may take longer.
+
+---
+
+## Ticket statuses
+
+| Status | Meaning |
+|--------|---------|
+| **Open** | Received but not yet assigned |
+| **In Progress** | Being worked on by a technician |
+| **Awaiting Customer** | We need more information from you |
+| **Resolved** | Issue has been resolved |
+| **Closed** | Issue is complete and ticket is archived |
+
+If a ticket is marked **Awaiting Customer**, please respond as soon as possible. Tickets that remain in this status for more than 7 days will be automatically closed.
+
+---
+
+## Providing SSH access
+
+If your issue requires investigation on the server, you may be asked to provide SSH access. You have two options:
+
+- **Temporary key**: Upload an SSH key and remove it after the issue is resolved
+- **Add to known IPs**: We'll provide the IP we'll connect from — add it to your firewall's whitelist
+
+Never share your account password. Arcline staff will never ask for your password.
+
+---
+
+## What's next
+
+- [Arcline nameservers and DNS records](/reference/nameservers/)
+- [Supported PHP versions](/reference/php-versions/)
+- [Resource limits by plan](/reference/resource-limits/)
+