AwardSpace does NOT tolerate the use of our hardware and network resources for illegal activities! You could report such activities by completing the form below.

If you are not completely sure whether what you’ve come across is abusing any laws or Terms of Service. please mention that in your email. There is a significant difference between claiming something is a phishing website (for example) and claiming that it looks like one.

Related:

• How to Contact the Technical Support Team
• How to Contact the Sales Team

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When you contact AwardSpace’s support team, you can write your trouble ticket in such a manner that the issues are resolved in the fastest way possible. To write an efficient trouble ticket, you might want to follow these general guidelines:

Provide Clear and Concise Information

Naturally, the first item in this article is for the request to be clear and concise.  Overexplaining will only slow the process down. The more text there is, the slower it is being read and therefore – the slower it is understood.

Subject Line

Use a clear and descriptive subject line that summarizes the issue (e.g., “Database Connection Error on My Website”).

Detailed Description

Describe the problem in detail. Include what you were doing when the issue occurred, the exact error messages received, and any steps you’ve already taken to try to resolve the issue. Once again, as clear and concise, as possible.

Include Relevant Details

You can include relevant technical details like IP addresses, browser version, device type, and any specific configurations of your website or application that might be relevant.

Attach Screenshots and Logs

Do not hesitate to provide screenshots of error messages or problematic areas. Visual aids can be very helpful for the support team. If applicable, include server logs, error logs, or any other relevant log files. These can provide in-depth information about what’s going wrong.

Be Polite and Patient

Always be polite in your communication. A courteous tone can often lead to faster and more favorable responses. If you don’t get a response within the expected timeframe, follow up politely to check on the status of your ticket.

Example of an Efficient Support Ticket

Subject: Database Connection Error on My Website

Description: Hello,

I am experiencing an issue with my website (www.example.com) hosted on your platform. Since this morning, I’ve been unable to connect to the database, and the site shows a “Database Connection Error” message.

 

Details:

• Username: john_doe
• Hosting Plan: Basic Shared Hosting
• Browser: Chrome Version 91.0.4472.124
• Device: Windows 10 PC

 

Steps to Reproduce:

1. Navigate to www.example.com
2. Observe the error message “Database Connection Error”

Screenshots: [Attach screenshots showing the error]

Logs: [Attach relevant server logs or error logs]

Urgency: This is a critical issue as my e-commerce site is down, impacting customer transactions.

Thank you for your assistance.

Best regards, John Doe

The post Tips to an Efficient Ticket Open appeared first on AwardSpace.com.

If you are unable to resolve a problem on your own, don’t hesitate to file a support ticket. We guarantee a response within an hour, ensuring swift assistance.

Here are the 3 steps to submitting a ticket.

Step 1: Access the Support Ticket System

Log In: Start by logging into your AwardSpace hosting control panel.
Navigate to Support Center: Look for the “Support Center” section and select “Trouble Tickets.”

Step 2: Submitting a Ticket

Prepare Your Query: Clearly define the issue you’re experiencing.
Submit Your Ticket: Click on “Submit Ticket” to officially lodge your request.

Step 3: After Submission

Ticket Confirmation: You’ll receive an email confirmation with a unique ticket number.
Tracking: Use the number you’ve been provided with to track the status of your ticket.

Tips for Efficient Support

Separate Issues: If you have multiple concerns, submit a separate ticket for each to streamline the support process.

Be Patient: Keep in mind that our support team is working on your issue from the moment they see the problem. Let them work, and be prepared to receive clarifying questions. The clearer you’ve been able to define the issue in the first place, the easier the issue will be resolved.

The post How to Contact the Technical Support Team appeared first on AwardSpace.com.

What are System Notifications?

The system notification as the name suggests are messages that are used to inform users regarding a specific event. For example an expiring or expired product in your hosting account. The notifications can be both manually or automatically triggered for one or multiple accounts.

How to Access the System Notifications?

You can access the System Notifications by following the steps below:

1. Log in to the Hosting Control Panel
2. Go to the Support menu
3. Click on System Notifications

In the System Notifications, you will find information mainly for ongoing or scheduled maintenance.

You can also see the notifications in the left sidebar in the Hosting Control Panel as seen on the screenshot below.

Common Notifications

System notifications could be received only on the left sidebar or in the sidebar and the System Notification section. You will receive notification mainly for the following events:

• Expiring or expired product
• Disabled backups
• Ongoing maintenance

Here is an example of notification inside the System Notifications section:

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How to access the Backup Manager?

The Database Manager is available to all users that are using our paid hosting plans. You can access it by following the steps below:

1. Go to your Hosting Control Panel
2. From the Support menu choose Backup Manager

Once you have done that a page will load with the options to browse the backups for your websites and databases.

How to restore your website files?

Restoring files from the backup manager is easy. All you need to do is follow these steps:

1. Access the Backup Manager
2. Make sure you have selected the Backup Files tab
3. Choose the date from which you would like restore your backup (we save the backups from the past 3 weeks)
4. You can choose a directory which you would like to backup or you can directly browse all backed up directories in the /home/www/ directory
5. You will be presented with a File Manager that contains all backups for your directories and files from the date specified.
6. To restore a directory/file simply mark it and click the Restore To button
7. Once you have done that choose the actions which you would like the restore process to take and click Restore
8. Done, your files are now restored

Restore options

Once inside the Backup File Manager and you have decided what to restore, you will be presented with the following options:

• Restore Items to their original location
• Restore a single item to a specific path 
• Restore selected items inside a specified directory
• Restore selected items to their original location in a new directory

In addition to these four options you have the following three options as well:

• Protect existing items and abort if any are found
• Ignore existing items and write over them
• Delete all existing items

How to restore your database?

The steps to restoring your database are similar to the ones for restoring your website files:

1. Access the Backup Manager
2. Select the Backup database tab
3. Select the database which you would like to restore
4. Choose the date for your backup 
5. You will be presented with a File Manager that contains the backup of your database
6. Select the archive named database to restore the entire database or select a specific table which you would like to restore
7. Click the Restore To button and choose the database where you would like to import the backup
8. Click Restore

Restore options

You are presented with the following three options for restoring your database:

• Restore a single item to a specific path
• Ignore existing tables and write over them
• Delete existing tables

You can also choose to restore your backup in a new database.

Things to know

Our automatic backups are limited to one backup per week for the past 3 weeks. In addition to that, the automatic backup is disabled if have more than 3 GB of disk usage. This is why we strongly recommend you to create your own backups as well both for your files and database.

The post Backup Manager appeared first on AwardSpace.com.

In this article, we will go through the Trouble Ticket section, as this is the main method for communicating with our technical support.

How to access the Trouble Ticket section?

To access the Trouble Ticket section follow the steps below:

1. Access the hosting control panel
2. From the main menu navigate to Support and click on Trouble Ticket
   
3. Once there you will see the form for submitting Tickets
   

How to submit a ticket?

Once inside the Trouble Ticket section, you will see a form that you must fill out accordingly:

• Full Name – Here you need to enter your name
• Subject – Enter a subject that would describe your issue (e.g. Cannot establish FTP connection)
• Message – Provide detailed information regarding your issue
• Attachment – If necessary you can attach a screenshot of the issue which you are experiencing
  

Once you are ready click the Submit Ticket button.

How to check a ticket that you have already submitted?

Under the form in the Trouble Ticket section, you will notice three tabs:

• All Tickets
• Open Tickets
• Closed Tickets
  

Every ticket that you open can be viewed in the All Tickets tab. Tickets are sorted by date. If you would like to view only the currently active tickets, you can choose the Open Tickets tab and for the closed tickets, the Closed Tickets tab.

The table that contains your tickets has the following information:

• Ticket Number – The ID which we assign to each ticket
• Subject – The subject which you have assigned to your ticket
• Date – The date when your ticket was created
• Status – The status of your ticket that lets you know if the ticket is closed or opened
• Department – The department which is currently handling your ticket
• Email – The email assigned for your ticket (usually this is the email which you have used to create the account)

To check a specific ticket simply click on the Ticket Number. This will open the ticket in a new tab. This way you can check if our Technical Support has replied.

Important things to know when submitting a Ticket

When submitting a Ticket you should know the following:

• Please do not submit multiple tickets for a single issue. Keeping the conversation for your issue in a single ticket would help our Technical Support resolve the issue faster
• Please note that by default tickets to which we have replied are automatically closed regardless if the issue is resolved. This is done so we can better track the tickets submitted by our users. If the issue was not resolved all you need to do is reopen the ticket
• When submitting a ticket make sure to provide us with all the necessary information. For example, if you are not able to connect via FTP you should include the details which you are using (hostname, username, port) and the error which you are receiving. Adding an attachment of the error which you receive would also assist us in resolving the problem
• Before submitting a ticket please make sure to check our FAQ and Knowledge Base to see if we have a tutorial on how to fix the issue

How to open a closed ticket?

To reopen a ticket all you need to do is send a new reply to it. Please follow the steps to do that:

1. Click on the ticket number to open the ticket in a new tab
2. Scroll to the bottom of the ticket and enter your new message
3. When ready click on Post Reply

The post Trouble Tickets appeared first on AwardSpace.com.