Writing a Good Support Ticket

Information to always include

Affected product / contract ID (e.g. domain name, VPS hostname, invoice no.)
Steps to reproduce
Error message exactly as shown + screenshot (always capture the text additionally – OCR is imperfect)
Steps already tried and their outcome
Environment: OS/browser, source IP, firewall/proxy

Priorities

Standard — reply ≤ 24h Mon–Fri · High priority (outage of paid service) — 2h SLA · Critical outage — live chat + phone number in the portal.

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