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