Here are some helpful tips for getting the queries resolved as quickly as possible from your web hosts.

• Check the knowledgebase

Many companies now have an online knowledgebase which provides detailed answers to common questions. They’re there to help us 24 X 7, so it’s worth taking a look to see if there’s something that answers our question. If there’s not, we could always ask their Technical Support team if our problem is something for which we consider to produce a guide.

• Tell them the domain name

It’s very important to know exactly where the problem is, and the domain name will help the support team to get to that information as quickly as possible, especially if we have more than one product or service.

• Be as specific as possible

If we encountered a problem, one of the best ways to help the support team work out where to focus their efforts is to tell them exactly what we were trying to do when we came across the problem. They’ll then know exactly where to look first to try and solve our problem.

• Provide background information

One of the most useful yet often overlooked pieces of information is whether or now you have previously tried to do whatever it was you were doing when you encountered the problem. It might sound odd, but if you have done the same thing before with no problem it narrows things down a bit. Likewise, it’s useful to know if the problem seems to be intermittent.

• Note down any error messages

These might look undecipherable, but they are extrememly important in helping your Support team to diagnose and resolve your issue – if you encounter one, make a note of its contents and let Technical Support know.

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