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title, description, section, order
| title | description | section | order |
|---|---|---|---|
| How to Open a Support Ticket | How to contact Arcline support, what information to include, and expected response times. | reference | 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 for any active incidents or scheduled maintenance
- FAQ: Visit arcline.it/faq for common questions
Opening a ticket
Via the customer portal (recommended)
- Log in to the Arcline Customer Portal
- Click Support → New Ticket
- Select the relevant department:
- Billing — invoices, plan changes, cancellations
- Technical — server issues, website problems, email setup
- Migration — moving from another provider to Arcline
- Fill in the subject and description
- Include as much detail as possible (see below)
- 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.