Knowledgebase

The fastest way to obtain assistance from Snowtech Services is by opening a support ticket through the Client Area. Support tickets allow our team to track your request and provide updates as work progresses.

Opening a New Support Ticket

1. Log in to the Snowtech Services Client Area.
2. Navigate to Support > Open Ticket.
3. Select the department that best matches your enquiry.
4. Enter a brief subject describing the issue.
5. Provide a detailed description of the problem or request.
6. Attach any screenshots or files if required.
7. Click Submit.

[Screenshot: Open Ticket page]

Choosing the Correct Department

Selecting the appropriate department helps ensure your request is directed to the correct team.

• Technical Support - Hosting, email, DNS and website issues.
• Sales - New services, upgrades and general enquiries.
• Accounts & Billing - Invoices, payments and account enquiries.
• Domains - Domain registrations, renewals and transfers.

Providing Useful Information

Including the following information can help us resolve your issue more quickly:

• The affected domain name or service.
• Any error messages received.
• The date and time the issue occurred.
• Screenshots where applicable.
• Steps already taken to troubleshoot the issue.

Tracking Your Ticket

1. Navigate to Support > Support Tickets.
2. Click on the ticket you wish to view.
3. Review updates and responses from our team.
4. Reply directly to provide additional information.

[Screenshot: Support Ticket list]

Ticket Statuses

• Open - Awaiting action from our support team.
• Answered - A response has been provided and is awaiting your reply.
• Customer Reply - Additional information has been received from you.
• On Hold - The ticket is awaiting further investigation or action.
• Closed - The issue has been resolved and the ticket has been closed.

Need Assistance?

If you are unable to access the Client Area to submit a ticket, please contact us using one of the alternative support methods listed on our website.