Calls and help

Open a call with the right service

Where to find: Calls → New Call

Selecting the service and context helps the team locate the affected resource.

1. Choose Service: Servers, Emails, Indications, Billing or Account and other subjects.
2. Select Context when made available. For general matters, the call is linked to the account.
3. Write a Subject that identifies the problem.
4. Choose Service Area: Account, Billing, Technician or Error.
5. Choose Request Type: Doubt, Configuration, Service Failure or Recovery.
6. Define Impact: A feature, Various features or Service unavailable.
7. In the Description, explain what happened, since when, message displayed and what you have tried.
8. Use Add Attachment if necessary and review the file.
9. Click Create and check that the call has been registered.

Locate and follow a call

Where to find it: Calls

The screen separates open and closed calls and allows filtering by service.

1. Select Open calls or Closed calls.
2. Use Search Calls and Filter by Service to locate the request.
3. Check ID, Title, Department, Last Response and Created on.
4. Open the request for the view action on the line.
5. Read the conversation, Context of the service, department, creation date and details of the resource. If closed, the screen offers Open call; reopen only when you need to continue the service.
6. Use Update calls to consult the current state.

Make a diagnosis before requesting help

Where to find: Panel, Operations, Consumption and extracts and Control Panel

Register the symptom and look for the screen that explains the status of the resource.

1. Creation or cloning: check history and Account Details → Operations.
2. Balance or charge: compare Wallet, Transactions and Consumption and extracts; indicate period and resource.
3. Email: Check selected domain, DNS, cash situation, space and balance; test by webmail.
4. Site: Check if the server operation has completed and if the domain points to the correct destination.
5. Application errors: refer to the logs in the control panel and register the required snippet without credentials.
6. Open a call with the exact message, time, affected feature and last known change.

Understand customer area terms

Where to find: All menus

Use these terms to distinguish resources, payments and operations.

Understand the fields and options

Customer area

Account, services, hiring, balance, billing and support on app.WordPane.cloud.

Control panel

Technical server environment for files, applications, database, SSH and backups.

Reference application

Choose which guides the technologies; does not install the application in the creation of VPS.

VPS

Virtual server with CPU, memory and disk.

Stack

A set of technologies that executes the project.

Deploy

Preparation and publication of an environment or application.

Cloning

Application copy, files or database to another server.

Wallet

Credits available for the consumption of services.

Transaction

Payment or reload record.

Extract

Registration of consumption discounts, historical charges and storms.

Monthly reference

Monthly comparison value; check out the actual fare and consumption.

Management

WordPane service over VPS; may have separate charging of the infrastructure.