Moving forward, for all urgent support matters/requests that arise outside of our manned hours – Monday to Friday 7 am-7 pm.

 

Option 1 (Email)

Please email our team at support@ozhosting.com. 

 

Please remember to include “Urgent” into the Subject Header and it will be escalated to our level 2 team.

Level 2 will attend to the matter and reply asap.

If this is not done, it will be attended to when our level 1 support team comes back online.



Option 2 (Support Portal)


Please copy this link to any browser: https://ozhostinghelp.freshdesk.com/support/tickets/new

 

Kindly complete the contact information,  and in the Description field include more detailed information and attach any screengrabs. You can then submit your ticket via this Portal and do not forget to set the Type as "Urgent" in the Subject Header of the email.


Sample Form



Sample of Urgent Cases and quick fix

  • VPS down
    • Try to reboot the VPS via Ozhosting control panel (my.ozhosting.com > VPS tab > Reboot Button) be careful when Rebooting since Reboot and Recreate buttons are just beside each other. 
  • Email down
    • Check if the subscription is active inside Odin Automation (my.ozhosting.com > Subscriptions > Search for Subscription ID).
    • Check if DNS is resolving (you can use https://centralops.net/ and enter your full domain name).
  • Website Down
    • Check if the subscription is active inside Odin Automation (my.ozhosting.com > Subscriptions > Search for Subscription ID).
    • Check if DNS is resolving (you can use https://centralops.net/ and enter your full domain name).
    • Check if there are any changes recently before the issue started, admin can revert back the changes done and retest.
    • If you have a website backup service such as Dropsuite, you can try to restore from backup from its last working state.

Sample of None Urgent Cases and quick fix

  • Cannot log in to my email, it's asking for the password
    • Login to Ozhosting control panel for HE2010 users. Home > click more services > on the new tab click Users tab > Click the display name > click change password button.
    • O365 users, kindly login to O365 admin center via portal.office.com > click admin gray icon
  • Cannot log into Plesk Panel
  • Unable to update WordPress Plugins
    • Depending on the notification message, try to search for an article online that relates to the notification