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:

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.

Support Tickets

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

Opening a Ticket

To open a ticket:

  1. Log in to the control panel.

  2. Click Support ‣ Open a ticket. The WebFaction ticketing system appears.

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

    _images/submit_ticket.png
  4. In the Priority menu, click to select a priority level.

    Here are some guidelines to setting the priority level:

    • Low: Feature requests, configuration questions, and other issues that are of a speculative or informative nature
    • Medium: Non-critical errors, bugs, or other issues that are preventing sites and applications from working that are infrequently used or not live
    • Urgent: Data loss, server crashes, and any other issue that prevents you from accessing your services or sites that were working previously
  5. In the Subject field, enter a subject for your message. Try to be brief but descriptive. For example, “Web10 under heavy load” is preferable over “Sever problem.”

  6. In the main text field, describe your problem. If possible, include these details:

    • Specific and detailed steps to reproduce the problem
    • Expected behavior
    • 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. Optional: To attach a file, click the Choose file button. This is commonly used to attach relevant screenshots, log files, and sample data.

    Note

    Please avoid submitting files in proprietary formats, such as Microsoft Word (.doc and .docx) and Adobe Photoshop (.psd). 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. In the CC field, enter any addresses to CC on messages sent by the support team.

  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 ticketing system appears.
  3. Click View Tickets. The ticket list appears.
  4. Click the title of the ticket you want to review. A page with all messages relevant to the selected support ticket appears.

Closing a Ticket

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

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