At SW Hosting, we know that every web project needs quick and effective responses when questions or issues arise.

That's why we've structured our support channels into different levels, so you always receive the right help for your type of query.

In this post, we explain how each channel works and when to use it.

Level 1 Technical Support — Immediate Help

Level 1 Technical Support is managed through the Immediate Help tool, available within your panel.

This is the main channel for:

• Using and managing your services from SWPanel

• Questions about contracting or configuration

• Questions about hosting or cloud operation

• Common technical incidents

How does it work?

Access it from:

Left Side Menu → Quick Help

The tool uses artificial intelligence to:

• Answer questions instantly

• Guide you step by step

• Diagnose common issues

If your case requires human intervention, you can start a conversation with support from Immediate Help itself, without leaving the interface.

Important:

Conversations with support are part of Immediate Help. There is no separate access outside of this tool.

Level 2 Technical Support — Specialised Assistance

For more complex incidents or advanced services, we offer Level 2 Technical Support, which is contracted separately.

This level is geared towards:

• Managed services with engineering support

• Advanced cloud infrastructure

• Technical incidents that require in-depth analysis

• Specialised interventions

Depending on the type of service contracted, this support can be managed through:

• Direct technical tickets

• Specialised telephone support

This level comes into play when the issue requires a more technical or personalised review.

Administrative Support

For non-technical issues, we have a specific administrative management channel.

It is designed for:

• Billing

• Changes to tax information

• Account validation

• Updating customer information

These queries are managed through Administrative Tickets.

Access from:

My Account → Administrative Procedures → Administrative Ticket

This way, your request goes directly to the appropriate team and is resolved more quickly.

Knowledge Dashboard

Before contacting support, you can also consult our Knowledge Dashboard, where you will find:

✔ Step-by-step manuals
✔ Video tutorials
✔ Articles organised by category
✔ Training resources

Access from:

Left Side Menu → Knowledge Dashboard → Manuals and Tutorials / Video Tutorials / Training Courses

Many frequently asked questions are already answered there, which can save you time.

Tips for getting the most out of support

• Start with Immediate Help: it is the fastest and most direct channel.
• If the case requires it, escalate within the same tool to a conversation with support.
• Use Administrative Tickets for billing or data issues.
• Check the Help Centre first to resolve common questions instantly.

Conclusion

At SW Hosting, we work with a tiered support model to ensure:

✔ Quick responses
✔ Referral to the appropriate team
✔ Specialised assistance when needed

Whether through Immediate Help (Level 1) or Specialised Support (Level 2), you have different channels at your disposal to keep your services running smoothly.

Explore our services and boost your online project today.

Your peace of mind is our priority!