Clear technical evidence helps Support identify the affected service and reproduce the fault without avoidable delay.
Applies to: Technical support tickets for hosting, email, DNS and online services
Open one ticket for one issue. Include facts, timestamps and the exact result of each test rather than only saying that a service “does not work”.
Before you submit the ticket
- Check the public Service Status page for a matching incident.
- Identify the affected service, domain, mailbox, website or server in the Customer Portal.
- Repeat the failing action once and record the exact time, including the time zone.
- Remove passwords, private keys, authentication codes, payment-card data and unrelated personal information from evidence.
Information to include
| Information | Example or guidance |
|---|---|
| Affected service | The service name or ID, domain name, mailbox or monitored endpoint. |
| Exact symptom | The complete error text, HTTP status, bounce code or application message. |
| Date and time | For example, 25 July 2026 at 14:32 BST. |
| Scope | Whether the issue affects one account, one device, one network or all users. |
| Recent changes | DNS, passwords, software updates, plugins, firewall rules or configuration changes. |
| Checks completed | Tests already performed and the result of each test. |
| Safe evidence | Redacted screenshots, full email headers, traceroute output or relevant log lines. |
Submit the ticket
- Sign in to the Customer Portal.
- Open Support > Open Ticket.
- Choose the department that best matches the issue.
- Use a specific subject, such as
Website returns HTTP 500 on example.org. - Add the information above, attach only safe evidence, then submit the ticket.
- Reply to the same ticket when adding results or answering questions; do not open duplicates for the same fault.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Support cannot reproduce the problem. | The ticket lacks a timestamp, affected URL/account or exact steps. | Reply with the missing details and state whether the result changes on another device or network. |
| An attachment contains a secret. | A screenshot or log was not redacted. | Rotate the exposed credential immediately and tell Support what was exposed without repeating the secret. |
When to contact Tudor Internet
Open a ticket through the Customer Portal if the steps above do not resolve the issue or if the required option is not available for your service.
- The ticket number if one already exists.
- The affected service or domain.
- The exact time and impact.
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Open a support ticket
- Check the public Service Status page
- Choose the correct support ticket priority
- Prepare safe diagnostics for a support ticket
- Remove secrets and personal data from screenshots and logs
Last reviewed: 2026-07-25.
