How to Contact Onyx Sales and Support
Updated 1 year ago
by
Tristan Payne
Contacting Support or Sales
We answer many common questions - both pre-sales and technical, in our Knowledge base - so try a quick search there first.
If you don't find the information you need in our knowledge base, you can submit a support ticket, open a live chat or give us a call!
All our contact options can be found with the Support menu drop-down within your Onyx Dashboard:
What information to include in your support request
Solving technical issues can be a complex process. We want to help you get back online as quickly as possible, so to get the best out of us on initial contact please provide the following information.
We really can't stress this enough - please take a moment to read this before submitting your ticket as it is highly likely we will need to ask for this information before we can proceed with any investigation.
Issues with your website:
In order for us to solve your issue as quickly as possible, there are a few key elements that you should include in your ticket. This will involve replicating the issue yourself and recording the steps to replicate this to allow our support team to begin investigating as soon as possible.
Other pertinent information to include in your support ticket:
- The website the issue is occurring on
- The exact date/time the problem occurred
- The URL in the browser window when the problem occurred
- Your public IP address as shown at View my IP (external link opens in a new window)
- Any error reported by your browser, or web application
- Your operating system and browser versions (e.g. Windows 10 + Firefox latest release)
Issues with your email account:
- In order for us to solve your issue as quickly as possible, there are a few key elements that you should include in your ticket. This will involve replicating the issue yourself and recording the steps to replicate this to allow our support team to begin investigating as soon as possible.
- cPanel username and the domain name the problem relates to
- The exact date/time the problem occurred
- Any errors reported by your email software when trying to fetch/send email
- The sender address and recipient address of a failed email message
- Your public IP address as shown at View my IP (external link opens in a new window)
- Any error reported by the sender's email software (if any)
- Your operating system and browser versions (e.g. Windows 10 + Firefox latest release)
Do's and Don'ts of contacting support:
In order for us to deal with your issue as quickly as possible, we request that you follow the guidelines below:
- Please Do: Follow the guidelines above to ensure your ticket is handled promptly and efficiently.
- The guidelines above are in place to ensure that our support team can do what we do best in the most efficient manner possible. Adhering to these will ensure that your issue is resolved as soon as possible.
- Please Do: Note any recent changes to your website or hosting that you believe may be responsible for the issues you have encountered.
- Sometimes a change can be made to a site that seems innocuous at the time, however, later down the line these can result in entirely unexpected issues and it is important that our support team is aware of any recent changes that could possibly result in the issue.
- Please Do: Include any other relevant information that you feel our team may need to know.
- Sometimes you may have some additional information or insight that you may not be sure is completely relevant to the ticket. In the majority of these cases, it is better to provide this in your support ticket as our support team will be able to immediately rule them out or investigate them further.
- Please Don't: Combine multiple issues into a single ticket.
- Your ticket may expand into a larger investigation involving multiple members of the support team, adding multiple issues to a single support query can cause confusion while the issue is being investigated and will result in a delay in response times.
- Please Don't: Submit multiple tickets for the same issue.
- When we investigate an issue, it is important that we can see a chronological history of the support provided and the issues. Submitting multiple tickets will create confusion while we work on the issue and will cause significant delays to your response times.
- It can sometimes take us a while to reply to a ticket as in the majority of cases, we will not push a change to your site without thoroughly testing it first. If you receive a ticket submission confirmation email when submitting the ticket, rest assured the support team are aware of the ticket and are likely investigating it.
- Please Don't: Reply to your own ticket multiple times to chase a reply.
- When you submit your support ticket, you will be asked for the urgency of the ticket. We use this and the time since last reply to determine the tickets priority in the queue.
- Replying to your own ticket is extremely counterproductive as your ticket will appear as though it is newer than it is and this will cause a significant delay.
- Absolutely Don't: Become abusive or use profanity towards our staff.
- We understand that it can be frustrating when things go wrong - and sometimes you may want to blame us! However, things will always turn out better if you work with us.
Abusive or violent language towards our staff will not be tolerated.
