How to Receive Better Technical Support

Last Updated on Monday, 4 June 2012 04:17 Written by Arian Jahansouz Friday, 25 May 2012 12:00

Providing fast and easy technical support is something that we strive for and pride ourselves on at Arvixe. Getting good technical support as fast as possible is something that everyone wants, because not being able to send emails or having down time can really hurt your website! To get the best technical support possible, please follow these easy steps:

What were you doing when you received this error?
What program produced the error?
What version of the program are you running?
Are you using a Linux or Windows based hosting account?
If you receive an error message, what does it say?
What steps did you take that produced the error?
When did you first notice the error?
Can you reproduce the error?
Please have any usernames or passwords required to access the issue.

2. Have your account information ready

The more information you can give your technician, the faster they can access your account, understand the issue, and help you resolve it. Have your username and password ready. Also, if you have your website’s name, whether you are using Linux or Windows, and your server name, we can help resolve your issue faster.

3. Know the priority status of the request 

Throughout the day, at any given point, we receive several requests of varying urgency. Each one of these requests takes time to resolve. If a request cannot be resolved immediately, if will be given the proper priority level and we will resolve it as soon as possible.

4. Allow an appropriate response time

As mentioned above, we receive several requests at a time. And although we do try to answer every request as quickly as possible, technical issues often do take time to resolve.

5. Know the technician’s responsibilities

Although we at Arvixe are not responsible for every possible issue that one might have on the Internet, we do try to help our customers as much as possible. We may be able to provide you with limited assistance to your issues, but please understand that our technicians’ priorities are to help with Arvixe related services.

6. Don’t be afraid to try it yourself

Whenever possible, don’t be afraid to try and find a solution on your own. Finding a solution on your own is certainly faster than asking for help. Although there is no shame in asking for help, basic issues that can be resolved easily will be given the lowest priority status. This means that finding a solution on your own will often be 100% quicker. You can try a simple Google search to find a solution to your problems. Or, visit the Arvixe Blog to search for a fix. Our articles are often written based on questions that costumers have had. Finally, the Arvixe Forum is a great community discussion board that may contain what you’re looking for. Maybe another costumer has had the same issue and received help! And don’t be afraid to start a new discussion post for your issue if you couldn’t find the solution. Starting this new post will allow others to find a solution too!

Although we understand that every case is unique, we hope that following these basic guidelines will help you receive faster assistance whenever you need to make an Arvixe technical support request.