Ways to contact support

This document details the available channels for contacting INTROSERV Support, their purposes, and expected response times.

Support Ticket

Purpose: Primary method for addressing technical issues, billing inquiries, or account-related requests.

Process:

Log in to the Client Area → Navigate to Tickets → Add Ticket → Select the appropriate department and priority level.

Department:

Technical Issues - for server, network, or technical problems
Financial Issues - for billing, payments, or invoice inquiries

Priority:

Regular - for standard requests
High - for critical incidents (e.g., complete service unavailability)

Provide a detailed description of the issue.

For critical incidents, include:

Server IP address or Order Number (e.g., #123456)
Service Name as displayed in your Client Area
Time the issue began (in CET/CEST or specify your timezone)
Any diagnostic data available

Attach relevant diagnostics or screenshots, if available.

Response Time: Initial reply within 10 minutes. High priority tickets receive prioritized processing. Complex issues may require additional time for investigation and resolution.

Note: This method ensures comprehensive tracking and resolution of your request. Emergency requests must be submitted via ticket system to verify account ownership and ensure secure access to server management functions.

Live Chat

Purpose: Ideal for quick, general questions or immediate assistance.

Access: Available 24/7 via the chat icon in the bottom-right corner of the INTROSERV website.

Details: Offers instant responses for straightforward inquiries. Complex issues may be escalated to a support ticket by the operator.

Response Time: Instant.

Email Support

Purpose: Alternative contact method when the Client Area is inaccessible.

Email: support@introserv.com

Requirements: Use the email address registered with your INTROSERV account.

Include:

Server IP address or Order Number (e.g., #123456)
Service Name as displayed in the Client Area
Detailed problem description.
Relevant logs or screenshots, if applicable.
Response Time: 15–30 minutes.

Note: General questions are answered from any email. For account-specific or sensitive matters, use your registered email or submit a ticket via the Client Area for verification.

Service Status and Updates

Purpose: To stay informed about planned maintenance, service changes, or outages.

Notification Method: Notifications are sent directly to your Client Area. A copy is also sent to your registered email address.

Customizing Notification Addresses

For different types of notifications, you can specify individual email addresses in your account settings:

Invoices/orders - Receive billing documents and order confirmations
Support - Receive support ticket updates and responses
Abuses - Receive abuse reports and security notifications

To configure these settings:

Log in to the Client Area
Navigate to Account Settings
Locate the "Send emails" section
Enter the desired email addresses for each notification type

Note: All service-related announcements are delivered via personal notifications, ensuring you receive timely updates about your services at the addresses you specify.

Summary of Contact Methods

Method	Purpose	Response Time	Access
Support Ticket	Technical or billing requests	Initial reply within 10 minutes	Client Area
Live Chat	General inquiries	Instant	Website
Email	Alternative contact method	15–30 minutes	Email
Notifications	Service updates	Real-time	Client Area & Email