Spark Rack

Support Ticket Policy


Last updated on September 13th, 2021

At Spark Rack we work very hard to ensure your services stay online 24/7/365. In order to ensure your support tickets are answered and resolved in a timely manner, we have developed this support ticket policy. Tickets logged by customers must follow these rules to ensure a smooth resolution to your issue. Please read these very carefully before logging a support ticket.

  1. Please make sure that your ticket subject is in a complete sentence.
    Our agents must be able to tell what the issue is by simply looking at your tickets subject, that way we can ensure your ticket gets into the correct hands the first time its answered, regardless of any other information you’ve provided.
  2. Do your best to research your issue before contacting support.
    Our support center answers thousands of support tickets per day, several hundred per hour. If you log a support ticket on a subject that has a solution in our knowledgebase, you will be instructed to consult that article. Your ticket will then be closed.
  3. Tickets must be logged in the appropriate department.
    Ticket Departments are very important, a billing request that goes to the support center can not be processed, and must be redirected back to our billing center. Please make sure you are looking at the department in which you are logging tickets and verify it’s where you want to send your request.
  4. Use Urgency Levels properly. – Do not log email, or login issues as High Priority Issues
    Urgency levels allow us to get the most pressing issues such as mass server outages, email outages and service outages our undivided attention. It is important to use these levels correctly. Our staff reserves the right to change your urgency level at anytime.
  5. Include as much information in your ticket as possible before opening the ticket.
    When logging a support ticket, there is no such thing as too much information. The more information you provide, the quicker we may be able to resolve your issue. Make sure to include any error messages, screenshots, or source code you have available. This may help us direct you where to go to resolve your issue. Please also make sure to limit the number of replies you add to the ticket before we have a chance to look at it. This will eventually slow down our support center and makes it harder to provide immediate assistance.
  6. Be patient, your issue is just as important as other customers issues.
    No one customer gets faster basic support than others. Every support ticket is answered as it is processed by our automated system. Our general response time on support tickets is usually about a half hour, however depending on the volume of tickets our support center has in our ticket queues, this time could easily exceed 3 hours. Please make sure you understand this before you log a support ticket. If you want updated information on Initial Response and Resolution Times, please click here to check our Customer Care center.
  7. Be professional. Do not use insult or belittle our support staff.
    We’re professionals, you expect us to act like it. We expect the same from you. Please make sure to treat our staff with the same respect you’d treat a family member. Our staff works tirelessly to ensure your questions are answered and that a solution is always a quick click away. We hate to have to put this in here, but you’d be surprised how often it happens. Customers who do this excessively will be removed from our network with no refunds or account credits issued.