Support Tickets

Tickets are how you reach our support team for anything that is not a billing payment. Use this guide to open a ticket, choose the right department, attach files, and follow up.

Opening a Ticket

1. Log into the Client Area.
2. Click Get Help on the dashboard, or open Support → Open Ticket.
3. Pick the department that fits your issue (see below for which to choose).
4. If the ticket is about a specific service, select it from the dropdown so we have context.
5. Enter a clear subject and a detailed description.
6. Attach any relevant screenshots or files.
7. Click Submit.

You will receive a confirmation email with the ticket number and a link. You can reply to that email and your reply will be added to the ticket automatically.

Choosing the Right Department

• Technical Support — Anything cPanel, server, email delivery, DNS, SSL, performance, or "my site is broken."
• Billing — Invoice questions, refunds, billing cycle changes, payment method issues, plan changes, cancellations.
• Sales — Pre-sale questions, custom plan inquiries, reseller and dedicated server questions.
• Abuse — Reporting spam, phishing, or other abuse coming from a site we host.

If you pick the wrong department by accident, our team will move the ticket internally. No need to reopen.

Writing a Helpful First Message

The faster we can reproduce or understand your issue, the faster we can fix it. Include:

• The domain or service the issue is about.
• What you tried before opening the ticket.
• The exact error message, if any. Copy and paste it. A screenshot is a good second-best.
• When the issue started. "Today around 2 PM Eastern" is more useful than "recently."
• Who is affected. Just you, all your visitors, only on a specific network or browser, etc.
• Your IP address, if the issue is "I cannot connect from here but it works elsewhere." You can find it at upordown.ultrawebhosting.com or by Googling "what is my IP."

Attachments

You can attach screenshots, log files, and small archives directly to a ticket.

• Maximum file size per attachment: 20 MB.
• Multiple attachments are allowed per message.
• Acceptable formats include PNG, JPG, GIF, PDF, TXT, LOG, ZIP, GZ, TGZ, and HTML.
• If you need to send a larger file, upload it to your hosting account first and paste the URL in the ticket. We can fetch it from there.

Replying by Email

Every ticket notification email allows you to reply directly to update the ticket. Just hit Reply and type your message. Keep the ticket reference in the subject line (it looks like [Ticket Ref: #ABC-12345]) so the system can match your reply to the right ticket.

Finding Your Past Tickets

1. Log into the Client Area.
2. Open Support → My Support Tickets.
3. The list shows every ticket on your account, filtered by status (Open, Answered, Customer Reply, On Hold, In Progress, Closed).
4. Click any ticket to see the full conversation thread and add a new reply.

Ticket Statuses Explained

• Open — You submitted it; we have not responded yet.
• Answered — We replied and are waiting for you.
• Customer Reply — You replied to our last message and we are working on it.
• In Progress — We are actively working on a fix.
• On Hold — Waiting on a third party (datacenter, registrar, payment processor) or on you to provide more info.
• Closed — Resolved or no reply for an extended period. You can always reopen a closed ticket by replying.

Response Times

We aim to first-respond on every ticket as fast as possible. Typical first response times:

• Technical & Billing tickets — usually within 30 minutes during business hours, often faster.
• Sales tickets — within a few hours during business hours.
• Outside business hours — we still cover urgent technical issues 24/7, but non-urgent tickets may wait until morning.

Related

• Firewall Blocks & Connection Issues — many "I cannot connect" problems can be fixed in 30 seconds without a ticket.
• Invoices & Payments — for billing-specific questions.
• Managing Services — for upgrades, downgrades, and cancellations.