At Eco Web Hosting, we’re committed to fast, friendly, and knowledgeable support — and we’re proud to maintain an excellent customer satisfaction rating across thousands of support interactions.
That said, the speed and quality of our responses often depends on the information we receive when you first open a support ticket. The more detail you can give us upfront, the faster we can help.
💡 Why Detail Matters
Let’s look at two example tickets:
❌ Vague:
“My email doesn’t work.”
This gives us very little to go on, so we’ll need to ask you several follow-up questions before we can begin investigating.
✅ Helpful:
“I’m seeing a 550 error when sending from info@mydomain.com to mypersonal@gmail.com. I’ve checked delivery reports, but nothing seems out of place. Can you take a look?”
This kind of detail allows us to start troubleshooting immediately — and often resolve the issue faster.
📝 How to Write a Great Support Ticket
Here are some tips for helping us help you:
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Be specific — Tell us what exactly isn’t working and when it started
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Include error messages or codes if available
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Describe any troubleshooting you’ve already tried
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Share relevant URLs or affected email addresses
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Use a respectful tone — We’re here to help and always happy to do so
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Only mark tickets as 'Urgent' if it's a critical issue (e.g. your site is offline)
🌍 Before Reporting a Website Outage
If you think your site is down, please check the following first:
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Test using Is It Down Right Now or Pingdom Tools
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Visit your Eco Web Hosting client area and check for IP blocks
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Use GeoPeeker to test your site from other countries
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Try a different network (mobile vs Wi-Fi) or device
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Clear your browser cache
These steps can quickly confirm whether an issue is local or global.
🔁 What This Means for You
By providing useful details up front:
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✅ You get faster, more targeted support
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✅ We spend less time gathering basic info
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✅ You may even solve the issue yourself using the tools in the client area
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✅ Our team can focus more time on the issues that truly need investigation