The moment a client accesses the SW Panel, he has access to the supports that SW Hosting's team can offer. This can be divided into several groups:
Level 1 support is understood to be the resolution of doubts and queries. Never direct interventions on services.
It is channeled through the number +34 972 000 000 and will always be Level 1. Customers who wish to access telephone support must indicate their support code that they will find in their SW Panel. This key will allow us to reduce the waiting time on the phone and have all the information of your customer account at the time of serving you. If the support key does not appear in your SW Panel, it will mean that your active services do not have this support option. For more information, consult the manual Global Support
Administrative support handles questions or requests of an administrative nature, for example, payment methods. It can be by telephone or ticketing.
It involves direct intervention on the services through a ticketing system. Only for managed instances and customers with Global Support and available minutes.
Housing/Colocation customer support service
By displaying the upper right tab where it indicates Help and support you will be able to find the support center section, in which there are several options, which we will explain below.
Depending on whether you have contracted global support or not, a more basic or more expanded type of menu will appear:
Global support not contracted
Global support contracted
We will explain all the options that appear in the menu of a client with contracted global support
Access data to telephone support: Marked in blue, the support telephone number and your password appear. At the time of calling, you must indicate this password so that the system identifies you as a customer and your call can be answered by someone from the support department.
1. Support dashboard
In this section you can find the latest conversations held with the support department, as well as the latest tickets.
You will also be able to see an analysis of the support minutes that you have available and those that you have spent, selecting the year that you want to be shown. Several graphs are shown: consultations by months and time spent, comparison by months of the last years, distribution by day of the week and by hour of the day.
The history of the engineering tickets, with a graph by months and time dedicated to solving the tickets, a comparison of recent years, a graph of tickets by days of the week and another by type of action
The interactions made on the support wall, differentiating queries made and searches made, comparison by months of recent years, distribution by day of the week and by hours of the day.
And finally, the telephone support you have used, with a graph of the number of calls by months and time spent, comparison by months of the last years, distribution by day of the week and by type of calls
2. Chat with Support (Free Wall)
By clicking on this box, you will be able to write your query and send it to the support department, so that they can analyze it and resolve your doubts. For more information, see the following manual
From the Tickets tab, which opens by default, you will be able to see the tickets (administrative or engineering) that you have opened. You have the option to select the type of ticket you are looking for and on what specific date. By pressing the blue button Create ticket, you can create new ones. For more information, see the following manual
4. Scheduled performances
Some Clouds have the peculiarity of having actions programmed by our Engineering and Systems Department. Here you can view the entire history of Scheduled Actions.
5. Update my Global Support From this section, you will be able to see a definition and the services offered by global support, a comparative table of available support levels (explained at the beginning of this manual), and the option to modify the current support. For more information, see the following manual
6. Global Support Minute Management
You will have a history to see the minutes you have spent with the engineering tickets. You can also add more minutes by clicking on the blue button Add minutes
In the case of not having global support, you will find the option: Activate global support In this section you can activate global support to be able to hire minutes and create engineering tickets For more information, see the following manual