How to Reach Support - Channels and Best Practices
Unisolva offers multiple ways to reach the support team, but not all channels are equal for every situation. This article explains the available support channels, when to use each one, and best practices for getting the fastest, most effective help.
Support Channels
- Client Portal Ticket (Primary Channel - Recommended)
- URL: my.unisolva.com > Support > Open New Ticket
- Best for: all technical issues, billing questions, service requests, and anything that needs tracking
- Why it is the best option:
- Every ticket gets a unique ID and is tracked from submission to resolution
- The full conversation history is preserved - if an engineer hands off to a colleague, they have full context
- Attachments, screenshots, and error logs can be included
- SLA response and resolution times are enforced on tickets
- You can check status anytime at Support > My Tickets
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❗ Important The support ticket system is the only channel covered by Unisolva’s SLA guarantees. If you need a guaranteed response within a specific timeframe, always use a ticket. |
- You can email the support team, and your email is automatically converted into a support ticket
- Best for: when you are away from the client portal and need to report an issue quickly
- The ticket is created in the system just as if you had opened it through the portal
- You can continue the conversation by replying to the email thread or by logging into the portal
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???? Tip When emailing support, include the same details you would in a portal ticket: your domain name, a clear description of the issue, and any relevant screenshots. The more context you provide upfront, the fewer back-and-forth exchanges are needed. |
- Network Status Page
- URL: my.unisolva.com/serverstatus.php
- Best for: checking whether a known outage or maintenance is affecting your service before opening a ticket
- The status page shows current and recent incidents, scheduled maintenance windows, and affected services
- If the issue you are experiencing is listed as a known incident, the status page provides updates - no need to open a ticket unless your specific situation is not covered
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???? Note Check the Network Status page before opening a Critical ticket about a suspected outage. If Unisolva is already aware and working on it, the status page will say so. You can still open a ticket to report your specific symptoms, but it helps the team to know you have checked. |
When to Use Each Channel
|
Situation |
Recommended Channel |
Why |
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Website is down |
Client portal ticket (Critical) |
SLA-tracked, fastest technical response |
|
Cannot receive email |
Client portal ticket (High) |
Needs investigation with account-level access |
|
Billing or invoice question |
Client portal ticket (Billing Dept) |
Creates an auditable record for financial matters |
|
Quick how-to question |
Client portal ticket (Low) |
Gets a documented answer you can refer back to |
|
Suspected server outage |
Check Status Page first, then ticket |
Avoids duplicate tickets for known incidents |
|
Away from portal, urgent issue |
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Auto-creates a ticket; follow up in portal |
|
Pre-sales or quote request |
Client portal ticket (Sales Dept) |
Starts a formal sales conversation with tracking |
Best Practices for Faster Resolution
The way you report an issue significantly affects how quickly it gets resolved. Follow these practices to help the support team help you:
Be specific in your subject line
- Good: “Website mydomain.com returning 500 error since 3 PM today”
- Bad: “Site not working”
- Good: “Cannot send email from [email protected] - getting bounce error”
- Bad: “Email problem”
Include the essentials in your first message
- The domain or service affected
- When the issue started (date and time)
- The exact error message (screenshot or copy-paste)
- Steps to reproduce the issue
- What you have already tried
- Whether the issue is intermittent or constant
Attach evidence
- Screenshots of error messages or unexpected behavior
- Browser console output (right-click > Inspect > Console) for website errors
- Email bounce messages (forward the full bounce email)
- Relevant log entries if you have access
One issue per ticket
- If you have two unrelated problems, open two separate tickets
- Mixing issues in one ticket creates confusion and delays both resolutions
- Related follow-up questions about the same issue belong in the same ticket thread
Respond promptly when asked
- If the engineer asks for more information, reply as soon as you can
- Delayed replies pause the investigation and push back the resolution timeline
- If you need time to gather information, reply saying so - this keeps the ticket active
What to Do in an Emergency
If you are experiencing a complete service outage (website down, email completely non-functional, server unreachable):
- Open a ticket immediately at my.unisolva.com > Support > Open New Ticket
- Set the priority to Critical
- Describe the outage clearly: what is down, when it started, and how many users are affected
- The team will respond within 1 hour (SLA for Critical priority) and work continuously until the issue is resolved
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⚠️ Warning Do not wait to see if an outage resolves itself before opening a ticket. The sooner Unisolva is aware, the sooner the team can begin investigation. For Critical issues, every minute counts. |
Verify It Worked
- You know the primary support channel is the client portal ticket system at my.unisolva.com
- You know to check the Network Status page before reporting a suspected outage
- You can describe an issue clearly with all the essential information in your first message
- You understand that SLA guarantees apply to tickets submitted through the portal
Related Articles
- How to Open and Manage a Support Ticket
- Understanding Unisolva’s SLA - Response and Resolution Times
- Unisolva’s 99.99% Uptime Guarantee - What It Means for You
