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.