You can easily submit a support ticket by sending an email to email@example.com. Additionally, if you are using our Client Portal, you can submit a ticket via the ticketing system integrated in it. Just navigate to https://admin.phoenixnap.com/wap-pncpadmin-shell/login, enter your credentials and choose one of the methods explained here to submit a ticket.
A response to each ticket or online contact form inquiry is given within maximum 20 minutes of the submission time. In the event that a response is not received within 20 minutes of the submitted ticket, any support fees, if applicable, will be waived.
All downtime reports should be sent to us via email to firstname.lastname@example.org (or submitted through the Client Portal at https://portal.phoenixnap.com ) within three (3) days of the event's commencement. Only one event per report should be sent, which would include:
- The service type
- IP Address
- Full description of the service interruption including logs (if applicable)
Downtime officially begins at the time phoenixNAP receives the email ticket and verifies an outage, and ends when PNAP has, at its sole discretion, resolved the issue.