How Support Works

This article explains how to contact support, how support requests are handled, and what to expect after submitting a request.

Before continuing, review Accessing Your Client Area to ensure you can sign in to your account.

How to Contact Support

Support is provided through the Client Area using a ticket-based system. This ensures your request is tracked, documented, and handled by the appropriate team.

To open a support request:

1. Log in to the Client Area

2. Select Support from the main menu

3. Click Open Ticket

4. Choose the most relevant department

5. Enter a subject and detailed description

6. Submit the ticket

Once submitted, your request enters the support queue.

What Happens After You Submit a Ticket

After submission:

• Your ticket is assigned a unique ID

• Support staff review the request in the order received

• You will receive email notifications when there is an update

• Replies are added directly to the same ticket

Always reply to the existing ticket instead of opening a new one for the same issue. This speeds up the resolution for your ticket.

What Information to Include

Providing clear details reduces back-and-forth and speeds resolution. Include:

• The affected service or domain name

• A clear description of the issue

• Any error messages, if applicable

• What you were trying to do when the issue occurred

Vague tickets take longer to resolve.

Support Scope and Limitations

Support covers:

• Hosting platform issues

• Service availability problems

• Account and billing-related questions

Support does not include:

• Custom website development

• Third-party plugin or theme debugging

• Advanced custom coding requests

Requests outside scope may be redirected or declined.

Response Times and Expectations

Response times vary based on:

• Ticket volume

• Issue complexity

• Support department

Urgent issues are prioritized, but submitting multiple tickets for the same problem will slow resolution.

Common Problems & Fixes

• If you don’t receive replies, check your email spam folder and ensure notifications are enabled.

• If a ticket is closed, reopen it instead of creating a new one.

• If your issue is unresolved, reply with additional details rather than restating the problem.

• If you submitted the wrong department, reply and request reassignment.

Still need help?

If you’re unable to resolve the issue using this guide, contact our support team at support@hyperscale-hosting.com and include as much detail as possible so we can assist you quickly.