There are several ways for submitting a support ticket through our Client Portal. Navigate to the login page, enter your credentials and choose one of the methods below:
- Click the Submit Ticket icon on the Dashboard (landing page).
- Open the Support drop-down menu and choose Submit a Ticket.
- Open the Manage mega menu, click on Support Tickets under the My Account section, and click on the Submit Ticket icon.
Whichever method you chose, a pop up window will appear where you can enter the issue details, select the problematic device and attach any screenshots or other relevant files.
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 phoenixNAP has, at its sole discretion, resolved the issue.