Getting Help

If this user guide didn’t answer one of your questions, there are a number of other ways to get help.

Other Documentation

We have additional guides to help you with our services:

• Software
• XML-RPC API

Q&A Community

The WebFaction Q&A Community is a question and answer site where other WebFaction users and the WebFaction support team collaborate to answer questions and resolve problems. You can search the Q&A Community from any Q&A Community page to see if you question has been addressed previously. If it hasn’t, you can ask a new question to start a conversation and vote on the best responses. The WebFaction support team monitors new posts to the Q&A Community in the same way as a support ticket, so the support team will be on hand to provide their expertise, and if necessary, investigate your issue more closely.

Previously, WebFaction used the WebFaction forum as a place to discuss WebFaction hosting; the Q&A Community site has since supplanted the forum. The WebFaction forum is now in a read-only state, but you can still search the archives to see if your topic has been addressed previously.

Support Tickets

Our skilled support team is available to contact directly, by opening a support ticket. If your issue is not suited to the forums (for example, the question involves sensitive data), you can open a support ticket where we can help you quickly and privately.

Opening a Ticket

To open a ticket:

1. Log in to the control panel.

2. Click > Support ‣ Open a ticket. The WebFaction support center loads.

3. Click Submit a Ticket. The ticket form loads.

   

4. Click to select a priority level from the priority menu.

   Here are some guidelines to setting the priority level:

   • low – feature requests, configuration questions, and other issues which are of a speculative or informative nature
   • medium – non-critical errors, bugs, or other issues which are preventing sites and applications from working which are not live or infrequently used
   • urgent – data loss, server crashes, and any other issue which prevents you from accessing your services or sites which were working previously

5. Enter a subject for your message in the Subject field. Try to be brief but descriptive. For example, “Web10 under heavy load” is preferable over “Sever problem.”

6. Describe your issue in the main text area. If possible, include these details:

   • Specific and detailed steps to reproduce the problem
   • Names of applications, domains, websites, and machines involved
   • Time the problem occurred, with as much specificity as possible
   • Any relevant errors, warnings, and other output
   • System configuration details, such as operating system and browser version

7. Click the Browse button to attach a file. This is commonly used to attach screenshots, log files, and sample data.

   Note

   Please avoid using proprietary formats, such as Microsoft Word (.doc and .docx) and Adobe Photoshop (.psd) files. Frequently, proprietary formats can only be opened with specific software that our support team may not have readily available; this can delay investigating and resolving your issue.

8. Enter any address you would like to CC on the ticket in the CC field.

9. When you are finished preparing your ticket, click the Submit button. You will be contacted by the WebFaction support team soon.

Checking the Status of a Ticket

To review any information exchanged between WebFaction support and your account:

1. Log in to the control panel.
2. Click > Support ‣ Open a ticket. The WebFaction support center loads.
3. Click View Tickets. The ticket list loads.
4. Click the title of the ticket you want to review. A page with all messages relevant to the selected support ticket loads.

Closing a Ticket

If your problem or question has been resolved, you can close the ticket. To close the ticket:

1. Log in to the control panel.
2. Click > Support ‣ Open a ticket. The WebFaction support center loads.
3. Click View Tickets. The ticket list loads.
4. Click the title of the ticket you want to close.
5. Click to select Closed from the Status menu.
6. Click Update. The ticket’s status is changed to closed.