The Web Hosting Magic support team provides customer-first service through personalized, 24/7 support channels.
Each level of support found at webhostingmagic.com/support-levels.html is designed to meet your needs whether you are a startup, small business or anything in between.
Our representatives are always ready to help; offering consultative solutions, technological support, and business advice.
Tips for writing the case description
Providing a good description of your problem is a critical factor that influences how quickly and efficiently the Web Hosting Magic team can resolve your problem. Here are some tips on how to write a good problem description for the appliance:
| Check our documentation page | The best first step when troubleshooting issues is to check out the FAQs in our Documentation & Knowledge Base. There’s a good chance that there may already be a topic written up about the information you are seeking, allowing you to resolve your issue in record time without even having to send in a support request. If you don’t see anything that answers your specific question then it’s probably time to contact us directly. |
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| Separate each issue from another | It's usually preferable to create a separate case for each issue, unless your issues are related. |
| Expected and actual behavior | Describe the behavior you expect and the actual behavior that you see. This ensures that our support team can precisely understand your view of the problem. |
| Error messages | Include any relevant error messages. You can cut-and-paste error strings to ensure that there are no typos. Support can do a search for this error message in its internal databases, which may fail if some words from the error string are missing or spellings are not exact. |
| URLs | Provide specific URLs if relevant to the problem. For example, if documents are not crawled or are missing from results, you should provide some example URLs from the index. If you get an error during a search, provide the full URL sent to the appliance for the search request. |
| Timestamps | Provide exact timestamps if relevant to the problem. For example, if you are troubleshooting an intermittent results problem, provide the timestamp when you sent the search request so that our support team can check the logs at the correct time. |
| Troubleshooting steps | Include any troubleshooting steps that you have already tried. |
| Configuration settings | Include details of the settings on the appliance, if relevant to the case. |
| HTTP header traces | For some types of problem, it's useful to provide HTTP header traces, which can be obtained with a tool such as HTTP Header Live. An example where this can help is a secure serving problem which involves redirects to a SAML server. |
| Log files | You can attach relevant log files to a case. Logs are usually found at the root directory of your server or the directory you are working on. Each application you install can also have its own log. You need to first create the case so that you can attach files after to an already existing case. Let support know if you are not able to share log files, due to security restrictions in your environment. |
| Screenshots | A picture can be worth a thousand words. Attach screenshots, if relevant to the case. By including a screenshot of the issue you are seeing, our technical support agents will be able to look for the same things. |
| Business impact | For critical problems, describe the impact to your business. Let us know whether this affects production, how many users or searches are affected, and the deadline you have for finding a solution. |
| Related support cases | Include any previous case numbers that are related to the current issue. Web Hosting Magic support cases can be identified either by an 6 digit number or by an 18 character string that you'll find in the subject line of our response to your message. |
| Partner | If you are a Web Hosting Magic partner troubleshooting a problem on behalf of your customer, it's helpful to provide details of this relationship. Indicate if you are working on a proof-of-concept or new deployment, and whether or not you are onsite with your customer. |
