How To Contact Support, Properly.

[splitice]

A good way to get in the good books when asking to do something that may be considered borderline (i.e usage of more resources in a burst etc) is to mention that you read the ToS. It shows you are serious, and that you are putting in effort.

 

[MannDude]

A good way to get in the good books when asking to do something that may be considered borderline (i.e usage of more resources in a burst etc) is to mention that you read the ToS. It shows you are serious, and that you are putting in effort.

Good idea.

Also, it should be noted that generally staff are pretty well versed in the TOS and understand the company's internal policies better than the customer who often times has not read the TOS, SLA, AUP, etc. Keep that in mind before making demands or stating you're entitled to something. At the very least skim the policies to see how they apply to the ticket you're about to open and instead of making demands, make a request for an exception to whatever it is you're wanting. They may still tell you no, (Like "No, you are unable to host warez and unfortunately we are unable to make an exception for this request but thanks for checking with us first.") but it's a better and more civilised approach than making a demand or stating you've been a customer for XX time, you should be able to do this, you served in two wars, and if you're not allowed to do it you'll contact the BBB and your network of social media followers to talk badly about the company... Haha. Yeah, don't do that. Read/skim the TOS at least and make a request.

 

[Jonchun]

@ElliotJ, you're the hero the industry needs.

Seriously, all customers should probably read this.  

If every one of my customers followed this, I would be a happy man.

 

[Abdussamad]

A good way to get in the good books when asking to do something that may be considered borderline (i.e usage of more resources in a burst etc) is to mention that you read the ToS. It shows you are serious, and that you are putting in effort.

We should also offer tribute to the support gods so that they may smile on us and show us the light.

 

[Serveo]

+1 for the artikel. Yet the google translate thing never occurred to us. Sadly a lot of our customers tent to not follow these guidelines which made us communicate in every deployment mailing sending our preferred support channel.

Maybe its good to add a section for providers in your artikel? How to communicate support etc so customers can follow the instructions like you posted?

 

[PraHost]

Great guide, i wish every one follow

 

[xHosts]

I wish more customers would explain their issues rather than the most cryptic tickets such as "server does not work".