What would you like to know about Support?
General Question
You do not need to log in to your customer account to ask Support a general question. We consider the following to be general questions:
- A question about service parameters or price
- A request for a general guide
- A request for help with logging in to your customer account
General questions have the lowest priority, except for requests for help with logging in to your customer account.
Open the contact form using this link ⧉.
Fill in your details and your message in the form. Tick the consent checkboxes and complete the Captcha verification.
Click the Send Form.
Done! 🎉
The usual response time of customer support to general questions is 1-2 hours. If your request is forwarded to another department (sales, authorization, …), it may take 1 business day or longer.
Reporting a Problem with a Service
Before asking customer support to resolve a problem, check the following:
- The list of orders in the Customer Administration ⧉: make sure all your services are paid for and that the problem was not caused by the expiration of a domain or hosting.
- The Status service ⧉: verify whether the system reports any restrictions or service outages.
- The Knowledge Base, to see whether it contains the error message or the topic in question.
If none of these steps helps, contact customer support.
Log in to the Customer Administration and open the detail of the affected service:
Select the service you want to resolve from the list.
In the service detail, click the lifebuoy icon.
If you are dealing with a problem with the FTP connection or with how the website works, activate temporary FTP access for Support according to the advanced guide Webhosting – FTP Access for Support.
In the contact form:
- Select the department you want to deal with the problem (if you are not sure, leave customer support selected).
- In the message text, describe the error in as much detail as possible.
- Attach as a file a screenshot ⧉ of the error message.
Done! 🎉
Customer support usually responds within 1 hour. If the problem requires another department’s involvement, the response may take up to 1 business day or longer, depending on the department’s workload and the complexity of the problem.
If you are reporting a problem beyond the scope of standard support, for example help with WordPress or WebSite, expect a longer resolution time.
Support has the right to refuse requests beyond the scope defined by the terms and conditions .
Need help with your website? Find your specialist on VEDOS Profi ⧉.