First2Host services are all unmanaged. Our responsibility ends once your server is online and you can connect to your server. We have produced this easy to use guide for VPS and Dedicated server customers to ensure our support is fair and offered equally to everyone.
Does your server respond to Ping requests?
Our Emergency support will help anyone whos server does not appear to respond to ping requests. You can check the status of your server using this website. If your server does not respond submit a ticket to our team.
Can you connect to your server via SSH?
If your server does respond to ping requests can you connect to your server using SSH? If you can’t connect to your server using SSH our Emergency support will help you. You can use Putty to try and connect to your server.
Enter your servers IP details and SSH port into the software and click connect. You should then be asked for a username, enter root and press enter. Now you should be asked for a password. Enter your root password and press enter. You should now be logged into your server.
If both of these actions work then you will not be entitled to product support from First2Host but you can still choose to pay for the support you require.
How can I still get support?
Priority support or FAST-TRACK support is available to anyone Monday to Friday 9 AM to 5 PM. You can submit your support request to our “Product Support” team and then FAST-TRACK that ticket to be placed at the top of the support queue. Each FAST-TRACK ticket costs £30 and is valid for one ticket and one issue.
At the bottom of your support request and before you submit your ticket to our support team you can see a checkbox to upgrade your ticket. Check the box and submit your ticket. An Invoice will be generated. Simply pay the Invoice and your ticket will be FAST-TRACKED. You can also FAST-TRACK a ticket that has already been submitted to our team. On the top left just click the FAST-TRACK button.
How was this article? – Are you entitled to complimentary support from First2Host?