Overview
Support requests are easier to resolve when the issue, priority, URL, affected service, and desired outcome are clear.
When this helps
Use this article before contacting support about hosting, email, website changes, forms, ecommerce, DNS, or access.
Recommended steps
- Choose the closest service or issue type.
- Include the affected URL, mailbox, domain, invoice, or account name.
- Describe the desired outcome, not only the symptom.
- Attach screenshots, recordings, or error messages.
- Mark urgency based on business impact.
Information XMLA may need
- Affected service
- Exact URL or mailbox
- Error message
- Business impact
- Deadline or preferred completion date
Next step
For emergency downtime, include the word urgent and explain whether sales, login, checkout, or public trust is affected.