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Client support / Help Center / Getting Support

Getting Support

Something broken, stuck, or just confusing? Here's the fastest way to get it in front of our team, and what to have ready when you do.

How support works at 3by400

Support runs through our ticket system. Every request gets a reference number, a history and a status, so you always know where it stands and we always know who's waiting on what. A request sent to a personal inbox can sit unread when someone is out. A ticket gets picked up by the team.

The full walkthrough, with screenshots, is in How to Get Support From 3by400. Here's the short version.

Open a ticket

  1. Sign in at Get Support with the client login we set up for you.
  2. Choose Open New Ticket.
  3. Pick a category: Site Enhancement, Site Access, Site Error, Email issue / addition, or General Question.
  4. Write a clear subject, describe what's happening, attach a screenshot and submit.

You'll get an email with your ticket reference, and replies show up in the ticket and in your inbox.

When it's urgent

If your site is down or payments are failing, open a Critical ticket and also call 678-379-9321. Please save Critical for real emergencies so it means something when you use it.

What to include

  • The page address where the problem happens
  • What you expected, and what happened instead
  • A screenshot, plus your browser or device
  • One issue per ticket

Email problems

We keep email separate from website hosting, so email issues get their own category in the ticket form. If you're not sure who handles your mail, your domain or your DNS, Domain, DNS, and Business Email Basics explains who owns what.

Before you open a ticket

Plenty of everyday questions already have an answer in the Help Center. Editing a page, adding an image and updating Joomla extensions or WordPress plugins are all covered in Managing Your Site. If something looks wrong security-wise, start with My Website Was Hacked: What to Do, then open a ticket.

Not a client yet?

Support tickets are for clients. If you want a team watching your site, our boutique hosting includes proactive security and monitoring, nightly backups kept for one week, server tuning for Joomla and WordPress, a 99% uptime guarantee, 24/7 outage monitoring and core CMS updates. Anything beyond that is done on demand at hourly rates.

Already a client? Open a ticket. Not yet? Call 678-379-9321 or email sales@3by400.com, or start a project.

Need a hand with your website?

Tell us what you are planning, or open a ticket if you are already a client.

Start a project   Get support