Viewing articles tagged 'support'
Make a formal complaint
Use the published complaints process for an unresolved service or account concern.Applies to:...
Open a support ticket
Tickets create a secure record of technical, billing, sales and complaint correspondence.Applies...
What is OX App Suite?
OX App Suite provides hosted email and productivity features according to the purchased...
Information to include in a technical support ticket
Clear technical evidence helps Support identify the affected service and reproduce the fault...
Report abuse involving a Tudor Internet service
Anyone can report suspected phishing, malware, spam, compromised websites, domain misuse or other...
Understand reseller and Tudor Internet support responsibilities
The reseller manages the customer relationship, application and routine SiteWorx administration;...
Check the public Service Status page
Check acknowledged incidents and live uptime information before opening a duplicate fault...
Why a Non-Profit Hosting application is pending
Manual review may pause an order while Tudor Internet confirms the organisation, intended use or...
Create allow and block rules
Use the narrowest possible sender, recipient or domain rule to correct filtering.Applies to:...
Understand support ticket statuses
Ticket status indicates who is expected to act next and whether the conversation is still...
Information to include in a support request
A complete first message helps the correct team understand the request and reduces follow-up...
Protect forms and public sites from abuse
Forms, login pages and public files can be targeted by bots and automated abuse.Applies to:...
Request help after a trial was terminated
Recovery is not guaranteed, so provide the service details quickly and be prepared to rebuild...
Service suspension and reactivation
A suspended service is restricted but may still retain data for a limited period; resolve the...
Trace a missing filtered message
The message log can show whether email was accepted, rejected, quarantined or delivered...
Why a trial may be suspended or declined
Tudor Internet may decline or terminate a trial where identity, intended use, repeated orders or...
Why an answered support ticket may close automatically
When Tudor Internet has answered a ticket and receives no further response, an escalation rule...
Microsoft 365 support responsibilities
Tudor Internet supports licences and the reseller relationship, while administration scope...
Reopen a closed support ticket
Reopen the existing ticket when the same issue continues so earlier diagnostics and decisions...
Report abuse or security concerns
Report spam, phishing, malware, unlawful content or attacks with enough evidence to identify the...
Choose the correct support ticket priority
Ticket priority should describe current service impact, not how important the customer or project...
Service status, Network Status and planned maintenance
Use the live Service Status page for current availability and Network Status announcements for...
Prepare safe diagnostics for a support ticket
Provide enough technical evidence to reproduce the issue while removing passwords, payment data,...
Keep a change and rollback record for production services
A short change record makes DNS, website, email and server incidents easier to reverse and...
Remove secrets and personal data from screenshots and logs
Redact only the copy being shared and preserve an unaltered original securely when it may be...
