11.1. Tech support regulations

In order to quickly resolve simple issues and effectively resolve more complex ones, we have divided our technical support service into several lines. Initially, you can only contact the first line. If the issue cannot be resolved by the first line, the request is forwarded to the second line, and if it cannot be resolved by the second line, it is forwarded to the administrators.

The request is initially written in an online chat, and only if the issue cannot be resolved quickly is it moved to a ticket and forwarded to the second line of technical support. If the second line of tech support is unable to resolve the issue, the request is forwarded to the hosting administrators. The further the issue goes, the longer it will take to resolve, as complex issues accumulate in the second line of tech support. According to statistics, 85% of issues are resolved when contacting the first line of tech support.

A separate tech support line is the consultation center, which handles requests by phone. Consultations on services, accounting documents, and use of the control panel are provided by phone. If the request by phone goes beyond the scope of consultation, the call center employee will recommend contacting the online chat.

To ensure that your tech support request is resolved as quickly and efficiently as possible, you need to briefly and clearly explain the problem and describe how it can be reproduced. A correctly written request is one that does not require additional questions to be asked. An example of an incorrect request: "My site is not working"; an example of a correct request: "When I visit the page of the site www.mysite.com/page/, the server returns a 403 error".

1. Online chat and ticket system operates 24/7, including weekends and holidays.
2. The call center operates from 9:00 a.m. to 9:00 p.m. on weekdays and weekends.

1. Technical support for customers is provided on the basis of contacting online chat with prior authorization. Requests made through other channels (phone, email, etc.) are not official and are for informational purposes only.
2. Requests are processed in the order they are received. The response time depends on the complexity of the issue and the workload of tech support.
3. The response time for tech support should not exceed one hour. If more time is needed to resolve the issue, the tech support representative will explain why it is not possible to respond within the specified time frame and provide an estimated response time.
4. Answers to frequently asked or standard questions may be provided in the form of links to the relevant page on our wiki.
5. If you have any complaints about the tech support service, you can send a complaint to the hosting management by email manager@ukraine.com.ua. The message must describe the nature of the complaint and indicate the tech support ticket number associated with the issue. A response to the complaint must be provided no later than three business days after the complaint is submitted.

1. Before contacting tech support, review the available information on the issue in the wiki. If the problem is similar to the situation described in any of the articles but requires additional clarification, please provide a link to the article when contacting us.
2. Prepare your question and think it through. Superficial questions will get superficial answers.
3. Ask meaningful, specific questions and describe the problem accurately and in detail. Carefully describe the symptoms of the problem you have identified.