We offer multiple means to contact ServerMeister Support. If you have an issue, the best way to contact us is by opening a ticket or starting a live chat via the TierOne Control Panel. Alternatively, you may contact ServerMeister Support via email or phone.
Recommended best-practices for dealing with support tickets
Please check the following topics before creating a new ticket: Read Knowlagebase. These topics cover 90% of all support tickets use cases.
Also please check the our network page (login required) if there is any scheduled maintenance or outage that may affect your server or service. If your server has a problem it will be marked yellow.
Before you hit “Send”
It is imperative that your support request contains all necessary information for it to be processed as efficiently as possible. Please consider the following:
- Specify which service or server your request is about
- Provide any usernames / passwords necessary for us to assist you. If you prefer not to share your current password, we recommend that you change it first, create a separate account or ask for our public ssh key
- For Bare Metal, virtual, or colocated servers, let us know if we may perform a reboot if necessary
- In case of a hardware error, help us identify the hardware by providing the serial number
Tickets with different departments
Depending on the nature of your request, your ticket may be forwarded to another department. If your request requires multiple actions from different departments, your ticket may be split into multiple tickets that can be handled in parallel for maximum efficiency and minimum time-to-fix. In this case, you will always be notified. Please always track the ticket number corresponding with your request.
Multiple issues within a single ticket
TierOne strongly discourages its customers to report multiple unrelated issues in a single ticket, this can easily lead to confusion. Reusing old tickets by replying to them is also strongly discouraged. In case you need to refer to an issue that is older than one week, all that you need to do is specify the original ticket number in your new request.