When raising a ticket the most important aspect to keep in mind is to be informative and comprehensive whilst remaining concise.
Engineers need to know:
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A short description of the issue.
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Any error messages produced when encountering the issue
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When did the issue start? Has this happened before?
When raising tickets you may also select a priority for the issue.
Whilst we understand that the issue is important to you, we politely ask that you refrain from marking all tickets as Critical. This should be reserved for instances where the server is offline or completely inoperable or unreachable, your account manager will be able to further advise on this.
Should your instance be unreachable, please ensure it is powered on, there are no firewalls rules in place restricting access and that you have carried out adequate troubleshooting before opening a ticket.
