Where to open a ticket
From the Support section of Artaun Hosting, open a new ticket by choosing the relevant department: billing, technical support, or abuse/security depending on the request. The wrong department simply adds delay while the ticket is reassigned.
What speeds up a reply
A well-filled ticket from the start avoids several round trips. Include where possible:
- the service concerned (name or ID, visible in "My services");
- the exact error message, copy-pasted rather than reworded;
- what you've already tried;
- a screenshot if the problem is visual (stuck interface, displayed error).
Ticket priority
Some departments (such as billing problems or fully inaccessible services) are handled ahead of general requests or configuration questions. It's not about account status, but about the criticality of the reported problem.
Following and replying to a ticket
Every support reply triggers an email notification. You can reply directly from Artaun Hosting or, for some departments, by replying to the received email — the ticket updates automatically either way.
Closing a ticket
A ticket with no reply from you after a certain delay following a support reply is closed automatically. You can reopen it by replying, or open a new one referencing it if the delay has passed.