Quick Guide for Customers & Staff

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🔧 When to Contact IT Support

Reach out to the CloudWebs Support Team when you experience:

• 🔌 Website or email downtime

• 📤 Hosting, DNS, or FTP issues

• 🔐 Login or security problems (cPanel, dashboard, email)

• 🧾 Billing, renewal, or service activation errors

• ⚙️ Technical configuration requests (SSL, PHP, backups, etc.)

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📬 How to Request Support

✅ Option 1: Submit a Support Ticket

1. Log in to your CloudWebs Dashboard

2. Navigate to Support > Open Ticket

3. Choose the relevant department:

   • Technical

   • Billing

   • Domains

   • Reseller/Partner

4. Provide the following in your request:

   • Domain or service affected

   • Description of the issue

   • Error messages (if any)

   • Screenshots (if applicable)

   • Steps you’ve already tried

⏱️ Response time: Within 2–4 business hours (usually much faster!)

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✅ Option 2: Email Support Directly

You can also email us with your issue:

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✅ Option 3: Use Tayla.AI Chatbot

Tayla.AI is available 24/7 for instant answers or help submitting a ticket.

Just log into your dashboard and click the chat icon, or say:

“Help me open a support request”

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🔐 Security Note

For sensitive account requests (password resets, email change, cancellations):

• You must verify ownership via your registered account email

• If you no longer have access to that email, contact support to request a manual verification process

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🧠 Best Practices

• 💬 Be clear and specific in your request

• 🧾 Include service details (domain, hosting plan, etc.)

• 📎 Attach screenshots or logs where helpful

• 🔁 Follow up via ticket ID for consistent tracking

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✅ Summary

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📍 For urgent issues or escalation, mark your ticket as “High Priority” and briefly explain why.

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