- Posted by Mike on September 21st, 2007 filed in Technical
Hey everyone, I’m Mike, and I’m relatively new around PowWeb. I was brought on a few months ago, to manage the Tier2 and Tier3 technical support groups, and finally feel like I’m starting to make headway with things. There’s a lot to learn, and a lot of faces to remember, but I’m getting there.
Your good friend Joshua asked me to write a guest blog post for the PowWeb Blog, and after deliberating (for what seemed like forever), I finally thought of a topic which I thought would be beneficial: Help us, help you.
What does that mean? Simple. We realize that when you call us, write to us, or chat with us, you have a reason for doing so. Usually there’s something wrong with your website. We also realize that a good portion of your PowWeb hosted websites are your bread and butter. We’d like to help resolve your issue as fast as possible, but sometimes that’s hard to do.
Here’s some suggestions that’ll help us help you, and help you faster.
When you call, write, or chat with us, have the following information ready before you contact us:
- Your username or domain name - this will be one of the first things our support people will ask you for.
- The answer to your security question (If you haven’t set a security question yet, you should do so, a.s.a.p - Set your security question here - if you’re unable to answer the security question you set, support won’t be able to authenticate who you are, and won’t be able to help you.
- The specific URL of where the error is occuring - Providing this will help us get right to the point, and find the issue. Provide the exact URL, instead of saying “Go to the site, click on this, click on that, load this” etc will help greatly.
- Some basic specs of your computer - obviously we don’t need to know every spec of your machine, but knowing that you’re running a copy of Norton, Avast! anti-virus, and a handful of others may help us instantly know why you can’t get to your site.
- A detailed description of what your issue is - the more details you can give us, the better.
- A list of things you’ve already tried to resolve your issue - letting us know what you’ve already tried will help greatly. That’ll mean that we (most likely) won’t bother trying things that you’ve already determined don’t fix the issue.
Having these things ready when you contact us will help greatly reduce the amount of time you’re speaking with a support person on the phone or via chat. Letting them know specific details about what the issue is, and what you’ve tried will help us “cut to the chase”, so to speak.
The most important thing I can stress is: try to remain calm.
Usually, if there’s a large problem with the entire network, by the time you call, we already know about it, and we’re working on fixing it. If the Tier1 agent can’t fix the issue, don’t worry, we’ve got Tier2 and even Tier3 that can, and will.