Following all of these guidelines will speed up the response you receive from technical support as well as helping to ensure that your questions are answered correctly.

•  Search for FAQs, Tutorials, Guides, and other references first. Please spend some time searching for an answer in our support pages first. There also are an enormous amount of FAQs, tutorials, and other references available on the Internet. You will save yourself, as well as our technical support staff, a great deal of time and frustration if you first seek out the answer within the many free on-line publications available to you. Give a brief explanation of what you have already done, or tried. What you do not tell tech support only adds to the time it takes to solve the problem, and often times can make the problem worse. Not giving us, all of the information surrounding the problem is only going to delay a resolution to your problem.
  
  

•   Our support staff can not see what you see, so sending an email that says "It's broke, I tried everything to fix it!", will do nothing to solve the problem. You will need to explain what it is. How you got to it, what it is doing, and what you think it should be doing. Be precise, explanatory, but still as brief as possible with the description of the problem. Explain what steps you took prior to receiving the error, what the error message was if you received one, what you did after the error, what you think it should be doing, and make sure you explain what software was being used. Saying it was an FTP problem without telling them what FTP program you were using, or what settings you used, or even what the error was will only cause tech support to send a reply that simply asks these questions and does not provide an answer to the problem.
  
  Your web hosting account includes, many software programs for your convenience. We can not support these programs or other programs that you use, please refer to the individual software user's guide or in certain cases their online forums.

•  Make sure technical support can respond to you. It is simply shocking how many emails are received by tech support that do not provide a way for tech support to respond. Double check to be sure that the email address you have sent the question from is correct and working. Many times complaints such as "Replies to my emails never work." are because the email address is mistyped and this means tech support won't be able to reply to you either. Be sure to check the email account that you have sent the question from when waiting for a reply. It is not uncommon for a client to feel they haven't received a response from tech support simply because they spent the day checking for the reply from the wrong email account. Most importantly, make absolutely sure that you include your domain name, your user name, and your password, for the account that you are having problems with. Include this information either at the very beginning, or very end of your message.

•  Do not submit multiple messages. Tech support must take the time to read every message that arrives, as such sending multiple messages to technical support will only clutter the support box and create a longer wait time for you and other clients.
   
   
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