ST Hosting Manual

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Ticket support and policies

Ticket support and policies

Dear clients,

In this article we would like to explain to you the ticket support on and inform you about our support guidelines.

For which concerns are we as responsible?
As a hosting company, our main task is to ensure the provision of the offered services. This means that we always privide our products in the best quality. Please note that we are not responsible for questions which pertains a software and their properly functions, or any other fundamental questions regarding the correct use of our products. So we kindly ask you, do not contact us with specific questions about software or the general use of the products. Rather contact the manufacturer of the software because they can help you in every single situation.

How do I create a ticket?
To create a ticket, select the "customer center" button in the menu above. As soon as you have reached the customer center, you will find the "tickets" button on the left-hand side of the menu. There you will find the button "create support ticket".

How can I have a look at my tickets and respond to them?
To have a look at your tickets, select the "customer center" button in the menu. As soon as you have reached the customer center, you will find the "tickets" button on the left-hand side of the menu. There you will find the button "ticket overview". In the overview, you have to possibility to view your tickets and open one by just clicking on a ticket. You can simply add another answer at the bottom of the page.

Why did you close my ticket?
We do not close tickets just to get an better overview, we close a ticket either when we answered all your questions or the clients does not answer within two days. This does not necessarily mean that we actually considered the ticket as done. Of course you have to opportunity to respond at any time if you have additional informations/questions or simply if the issue has come up again.

When should I create a new ticket and when should I reply to an old one?
For each question you should always write a seperated ticket. This should prevents the overview in a ticket from being lost and questions that are not or not satisfactorily answered. If a question from you relates to an earlier ticket, do not create a new ticket, please respond to the old ticket again, even if it is already closed. That has the advantage that all relevant information about a specific problem can be found in one ticket, which makes processing considerably easier.

How long do I have to wait for a response?
In general, we will answer every request within 24 hours. However, the majority of our tickets will be answered within a few hours, sometimes even within a few minutes. Please note that multiple answers reduce the clarity of the ticket and let your ticket slip back in the queue.

What impact does the priority I set have on response time? 

Based on the priority set by the customer, we get an initial idea of how important the issue is to them. However, this does not mean that tickets with higher priority will always be answered before those with lower priority. Each support agent assesses the urgency of a ticket on a case-by-case basis. Therefore, it is not productive to simply increase the priority of tickets to receive a faster response. In fact, it may decrease the response time, as less important tickets might be read, evaluated, and not immediately answered because other tickets with lower priority are deemed more urgent.

We hope that this information has been helpful to you. Adhering to these guidelines improves the overall quality of our support, which ultimately benefits our customers in particular.