A well-written ticket is settled in one exchange; a vague ticket takes four, and the outage lasts three days longer. The difference comes down to six pieces of information, always the same ones.
The six pieces of information
- The domain name concerned. It is what lets us find your service. Without it, nothing starts.
- The exact address of the page or resource at fault, copied from the browser's bar.
- What you expected, and what happened. Two sentences are enough, but both are needed.
- The exact message, copied and not summarized. "An error" and "error 502 after forty seconds" do not lead to the same place.
- The date and time of the observation.
- What changed just before — an update, an extension, an uploaded file, an altered setting. Even if it seems unrelated to you.
Two examples
What wastes time: "Hello, my site no longer works, please take a look."
What gets handled straight away: "Hello. On
example.com, the pageexample.com/shophas been returning a 500 error since this morning around 9. The other pages respond. I updated two extensions yesterday evening. Message displayed: There has been a critical error on this website."
The second ticket already contains the diagnosis. The first forces us to rebuild it.
What we will never ask you for
Your password. Not by email, not by phone, not in a ticket, not "to check". A message asking you for it does not come from us — see Protecting your account and your access.
If an intervention on our side requires access, we tell you precisely which one and why, and you remain in control of opening it and closing it again.
Where to open a ticket
From your client area, in the support section: open a ticket. It is the preferred route — the request is attached to your service, the history is kept, and nothing gets lost in a mailbox.
An ordinary email remains possible, but it has neither the follow-up nor the context.
What happens next
Your request is read by the people who operate the infrastructure, not by a separate department that would pass it along. The reply is written, in French, and reaches you in your client area.
We would rather answer slowly and correctly than quickly and beside the point.
Requests outside the scope
Support covers the hosting: the server, the domain, the mail, the certificate, the backups, the billing. It does not cover the development of your site or the tuning of your extensions — that belongs to a separate engagement.
We will tell you so frankly, and we will point you in the right direction rather than leave you without an answer.