Contact
Write or call. For anything technical, email is quicker: the domain, the error and the time arrive intact.
01addresses
Where to write
| Running the service | support@r2d2hosting.com outages, restores from backup, DNS, email delivery, PHP versions, SSH |
|---|---|
| Before and around an order | support@r2d2hosting.com which plan fits, terms, invoices, billing details, refunds |
| Phone | +420 228 225 950 |
| Abuse reports | abuse@r2d2hosting.com spam, phishing, malware or illegal content on a site we host; what a report should contain |
| Machines | Europe |
02timing
How fast an answer comes
| An ordinary question | the same working day, usually within a few hours |
|---|---|
| Something is down | first in the queue, at night and at the weekend as well |
| Weekend, nothing is down | answered on Monday morning |
| Abuse report | read on the day it arrives |
There is no night shift for ordinary questions. An outage wakes somebody up, a question about a DNS record waits until morning. If a message needs a colleague or the datacenter, we say so instead of leaving the thread quiet.
03details
What to put in the first message
Four things turn one email into a solved problem instead of three emails asking what you meant.
- the domain, or the exact address where it happens
- what it does, in the words of the error message rather than a description of it
- since when, and what changed shortly before that
- what you already tried, so nobody tries it twice
Send the text of an error, not a photograph of it. Text can be grepped in a log. A picture cannot. When email is the problem, the full headers of one message that went wrong beat any summary.
Write from the address registered on the account whenever the request touches the account itself: passwords, billing details, ending the service. From any other address we can only answer in general terms.
04form
Send a message
This form lands in the same inbox as the addresses above. Use whichever is closer to hand.