- Joined
- Feb 27, 2003
- Messages
- 9,158
Hello,
As we get bigger and bigger, as expected, we are getting more support requests. Most are fine.. "how do I do this".. and we can give you an answer. However, there are more and more people who don't realize that when they are making a request, they arn't actually giving us any information. For example:
"Help, my email isn't working!"
is a *bad* support request for the following reasons:
1) We have no clue what the problem is. The problem could be anything from a wrong password/username, to dns errors, to "your computer isn't on"...
2) we don't know what you are doing. If you give us all the data you are using, we can quickly try and duplicate the error with that data to more quickly determine the source of the problem.
3) we haven't a clue who you are. If you don't tell us the domain or ip of your server, there is no way that we'll be able to go to that server to fix it.
so general rules when making a support request:
1) provide a detailed description of the error thats being produced
2) provide everything that you are doing / trying to do. Include usernames, passwords, domains, ips, anything that is relevant to the problem.
3) tell us who you are and where you are. If you have a username, include it, if you have a domain, include it, if you have an ip, let us have it. Too much information never hurt anyone.
Following these basic guidlines will help us help you better
John
As we get bigger and bigger, as expected, we are getting more support requests. Most are fine.. "how do I do this".. and we can give you an answer. However, there are more and more people who don't realize that when they are making a request, they arn't actually giving us any information. For example:
"Help, my email isn't working!"
is a *bad* support request for the following reasons:
1) We have no clue what the problem is. The problem could be anything from a wrong password/username, to dns errors, to "your computer isn't on"...
2) we don't know what you are doing. If you give us all the data you are using, we can quickly try and duplicate the error with that data to more quickly determine the source of the problem.
3) we haven't a clue who you are. If you don't tell us the domain or ip of your server, there is no way that we'll be able to go to that server to fix it.
so general rules when making a support request:
1) provide a detailed description of the error thats being produced
2) provide everything that you are doing / trying to do. Include usernames, passwords, domains, ips, anything that is relevant to the problem.
3) tell us who you are and where you are. If you have a username, include it, if you have a domain, include it, if you have an ip, let us have it. Too much information never hurt anyone.
Following these basic guidlines will help us help you better
John