The outage at ThePlanet has reminded us all that communication is vital during server outages. One of our helpdesk's primary roles is to make communication during an emergency go a little smoother. It is our first line of support.
With that in mind, please consider the following:
1. Use our helpdesk's web interface. Logging into the helpdesk, especially if you believe you are experiencing email or network problems, will speed up the processing of your request. You will be able to see your entire ticket, including all of our responses, and post updates to your ticket. If you are a management client, the helpdesk is the only way to submit Urgent or Critical tickets.
2. Keep your helpdesk profile up-to-date. You can do this by logging into your helpdesk account and clicking the 'My Account' link in the left-hand menu. The most important items here are the Contact Details, particularly the emergency phone number and alternate email.
3. We strongly recommend that you have an alternate email that is not on your server(s). Gmail, Hotmail, Yahoo! or any other service will do---as long as it's not hosted on your server and you do check it. Use this as the alternate email in your helpdesk account.
Please remember our helpdesk is our primary support channel and always the best way to reach us. By using the helpdesk's web interface and keeping your profile up-to-date you can insure that communication during an outage will not be interrupted.
