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How to Help Yourself to Awesome Support

February 14, 2018 0 Comments RSS Feed

Nexcessers helping each other solve puzzles the same way we help clients solve problems!

At Nexcess, we understand the power and convenience of reliable, quick, and accurate 24-hour support. We train our team to listen to what you want, so they can deliver what you need.

That said, there are things you can do to accelerate the process and help us solve your problem even quicker. Think of yourself as an ally in the investigation: the more and better information you give us, the better we can serve you!

Tip 1: Check our Knowledge Library first

“Give a man a fish, you feed him for a day. Teach a man to fish, you feed him for a lifetime.”

We will happily give you a fish each and every day, if that’s what you prefer. It’s what we do, metaphorically speaking. However, it may be worthwhile to spend a minute searching our Knowledge Library to a solution before calling Support or opening a ticket.

And if you fail to find the answer, be sure to let our technicians know! We’re always looking for ways to make our documentation better and appreciate the feedback.

Tip 2: Use the best method to contact us

Our Support Team is available 24 hours a day, every day of the year, by phone or by ticket. If calling by phone, be ready with your PIN so we can discuss your account details with you. To access this PIN, follow the instructions in How to view and edit your account PIN.

If opening a ticket, the best way to do so is through the Client Portal, instead of than sending a direct email. The Client Portal is the most efficient way to confirm your identity. If you open a ticket by direct email, then you may be subject to additional steps to do the same.  

We almost always respond to tickets within 15 minutes, and more complicated issues will usually need to involve our ticketing system.

Tip 3: Give us the deets!

If you can come prepared with the answers to these three questions, then you’re on the fast-track to a solution and you’ll save yourself some precious time.

  1. What was expected, and what happened instead?
  2. If you got an error message, what was it?
  3. What have you tried already?

Onward and upward

As mentioned earlier, we’re not providing these tips so we can spend more time at the soda fountain. We’re here to help you, and we love doing it. If these tips help just a few clients pave the way to quicker solutions, then 2018 is off to a great start!

Posted in: Nexcess, Web Hosting Basics