Contacting support

Description

This article describes how you can contact LeaseWeb support, and what information you should provide to ensure that LeaseWeb can process your request swiftly and efficiently.

Contents

Creating a new support ticket

We offer multiple means to contact LeaseWeb Support. If you have an issue, the best way to contact us is by opening a ticket or starting a live chat via the LeaseWeb Customer Portal. Alternatively, you may contact LeaseWeb Support via email or phone.

LeaseWeb Customer Portal

The recommended way to contact LeaseWeb Support is via the LeaseWeb Customer Portal. Once you log in, from your dashboard, click "Tickets", and then click  "Create a new ticket". 

Using the LeaseWeb Customer Portal, you can easily view the ticket numbers and monitor the status of your tickets. You can also close tickets yourself.

Optionally, you can be notified by email whenever a ticket is updated.

Email

You can email any of LeaseWeb's listed contact addresses to create a ticket. For support, please contact support@leaseweb.com.

Any support request received by email will only be processed when sent from a known email address. LeaseWeb recommends you to set up a backup email address with a third-party provider, and update this as your secondary contact address when updating your details in the LeaseWeb Customer Portal, in case your primary address becomes unavailable.

Please be aware that our ticketing system will ignore any reply-to: e-mail headers. Replies will always be sent to the original sender.

Tickets created by email are not visible from the LeaseWeb Customer Portal.

Telephone

Have your customer number handy when you call us, since we will need it to respond to any telephone inquiry. If you are calling regarding an existing ticket, be sure to have the ticket number at hand as well. Please refer to the contact information page on our website for phone numbers.

Recommended best-practices for dealing with support tickets

Please check the following topics before creating a new ticket: Support procedures and Support topics. These topics cover 90% of all support tickets use cases.

Also please check the LeaseWeb NOC page if there is any scheduled maintenance or outage that may affect your server or service.

Before you hit "Send"

It is imperative that your support request contains all necessary information for it to be processed as efficiently as possible. Please consider the following:

  • Specify which service or server your request is about
  • Provide any usernames / passwords necessary for us to assist you. If you prefer not to share your current password, we recommend that you change it first, create a separate account or ask for our public ssh key
  • For Bare Metal, virtual, or colocated servers, let us know if we may perform a reboot if necessary
  • In case of a hardware error, help us identify the hardware by providing the serial number
Tickets with different departments

Depending on the nature of your request, your ticket may be forwarded to another department. If your request requires multiple actions from different departments, your ticket may be split into multiple tickets that can be handled in parallel for maximum efficiency and minimum time-to-fix. In this case, you will always be notified. Please always track the ticket number corresponding with your request.

Multiple issues within a single ticket

LeaseWeb strongly discourages its customers to report multiple unrelated issues in a single ticket, this can easily lead to confusion. Reusing old tickets by replying to them is also strongly discouraged. In case you need to refer to an issue that is older than one week, all that you need to do is specify the original ticket number in your new request.


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