This support site is especially designed to provide help for the customers. Once our client, you can always ask anything you want relating to your hosting account. This service is available 24/7 and you can always expect a fast and complete answer in 5-15 minutes. If you are not yet our client, please contact us at info@supportmyhost.com to receive more information. You will find all the detailed use instructions in this help section. If you still do not understand how to contact us through this site, please send us a message at info@supportmyhost.com for further information.

In order to begin your work with the Support site, you will need to log in. You can always reach the login page at http://www.supportmyhost.com. To successfully log in you will need to enter your username and password. In order to create a username and password, please register first; information about registering is also available in this help section. When you log in, please be sure to enter the key words correctly: the system that examines them is case sensitive and even an additional space at the end counts as a character, resulting in an unsuccessful login.

The idea of this site is very similar to a discussion forum; when you publish a ticket are these the right words? why isn't this "post" a "question", "query" or "message"? (or perhaps "initiate" a "thread"?) is this the normal jargon? – from the rest of the text I guess it must be . . . – I would consider changing "publish" to "post", however], the support staff automatically receives a notice that a ticket has been submitted and answers as soon as possible. This means that after you have posted a ticket, you should wait approximately 15 minutes in order to receive an answer. After you have received the answer, you may choose to close the ticket and consider it completed and answered; you may also post another question related to the same topic and the support staff will answer again within the same period. When you log on, you will always be able to see all the tickets you have exchanged with our support staff and see the progress of the active tickets you have posted.

Here is what you can do before you are able to log in:

In order to log in and receive any help, you must register first. Please note that registering at this site is completely separate from the client registration that you have already done. It is really important that you enter all the information correctly, thus making the work of the support staff much easier. The registration link can be found under the login section or on the blue menu in the top of the page. When you have entered the page with the registration form, please proceed with care when entering the values:

Please take into account that filling in all the fields marked with a “*” character is obligatory. In order to submit the data, you must click on the blue button “Submit”. After you have registered, you may log in immediately; after successful registration, a link will be offered.

Here is what you can do after you log in:

If you’d like to give someone else the opportunity to work with your Control Panel, but you are reluctant to give him your main login account, you can create additional Control Panel login accounts with specific permissions of usage and selected sections of the Control Panel, to which the new CP User can have access. All this can be achieved in this section.

Under this section you can perform the following tasks:

This section can be reached from the blue menu at the top of the page; when you click on “My Account”, you will enter a page very similar to the registration page. Here you will be able to change any of the data that you have registered with; changing the domain name or the username is not available, however. All your values will already be filled in for your convenience; you will only have to modify the desired fields and then click on the blue button “Submit”.

When you log in, you will enter your main screen. In the left pane you will always be able to see some brief information about your account – your domain name, username and language. Below this section you will see statistics on all your tickets. Here are the different types of tickets:

These are the tickets that you have posted and that have not yet been dealt with by our support staff. When someone from the support staff opens a ticket for reading, the ticket changes status to: In Progress.

This means that the ticket has been opened by the support staff for examination. If you receive an answer and the ticket is still in progress, then this means that the support staff needs more time to solve your problem; for more information, you should check the answer of the ticket.

This means that the ticket you have posted has received an answer from the support staff and it is waiting for your approval. When you have received such an answer, you should choose whether you wish to close it or to reply with another ticket.

This means that you have read the answer you have received from our support staff and you have approved it, e.g. you have chosen the “accept” option when you have read the ticket answer. When you reply to a ticket, then it automatically receives an Active status.

You will always be able to see the ticket statistics in the left pane of the main page.

When you open the main screen, you will also see two white fields: a field for subject and a text area for description. When you wish to post a new ticket, you should fill both the fields and click the blue button “Submit”. Filling both the fields is obligatory; the texts from the fields form your new ticket. You may choose to post a new ticket or examine the tickets that you have already exchanged with our support staff, which can be found at the bottom of the page in the form of a list of topics in a discussion forum. For example, if you post a new ticket, a new link with status “active” and a caption – your subject, will be added to your list. When you receive an answer, you should click on this caption to read the answer, when the status has been changed. You can always keep an eye on the statuses of all your tickets in this list. Note that you may post more than one ticket at a time. When you open a ticket that has been answered, you may consider it completely answered; in this case you should click the blue button “Accept”. If you wish to reply to a ticket and continue the discussion, you should click on the blue button “Reply”. If you have done so, you will see a new page with the same two fields, where you should enter the reply ticket. After you reply you will be transferred to the main screen again, while our support staff will open your ticket for examination.

In each ticket thread you will find additional information about the ticket history: Post Date, Answer Date and the Duration of the ticket answer.

When you are logged in, you can always keep an eye on the statuses of the servers which handle your hosting accounts. You can open this page when you click on the appropriate “Servers” link on the blue menu at the top of the page.

Please always use this site to seek help, since this is the fastest way to receive any kind of detailed information on your specific problem. Exchanging e-mails or a telephone talk could take a much longer time. If you still have questions about the use of this support site, please contact us at info@supportmyhost.com.