Sometimes you need support.
As always, we want to make sure you get it as soon as possible – and we also want to make sure that you know exactly how to create a support ticket so the ball can start rolling on your request. The Engineers (some call them ‘IT Angels‘) at Fpweb.net have put together this step-by-step tutorial on how to create your ticket.
Log into the Customer Portal
Navigate to the Customer Account Portal Login screen located here: https://account.fpweb.net and this will re-direct you to the secure login page. Login with your username and password.
Forgot your Password?
If you forgot your password, you can click on the “Can’t access your account?” link, enter your username or email, and click on “reset”. An e-mail will be sent to the address linked to the username with a temporary password.
Submit a Support Request
Once logged in, on the right side of the screen, you will see a blue box labeled “open a support request” and this will take you straight to the page to open the support request. There is also a support icon on the left pan of your dashboard that will allow you to view any open tickets you have, to allow you to read and also respond to the support team.
Submitting a Support Request cont.
Select “New Support Request” in the Quick Links and choose the primary contact for your request. If you are not listed as a contact, you will need to have access granted by someone that is already a contact listed.
For step 2, select your site from the drop-down and the appropriate service for which you require assistance. Choose a problem that matches your issue and then add a title in the “What’s the Problem?” field. Finally type the details of the issue in the Description field and click “Submit”.
You will be provided with a ticket number as seen below. Please notate this number in case you need to follow up with a member of the Fpweb.net support team. At this point, you have completed entering the support request and a member of the support team will contact you once they have received your request, and if there are any questions in regards to the request.
GOOD NEWS! Fpweb.net’s average support ticket response time is less than six minutes! That means it won’t be long until your issue is resolved and you’re back to doing what you do best – moving your business forward!
Please be aware that all non-emergency issues will be handled in the order they are received during our normal business hours of 7AM – 7PM (CT) Monday – Friday. If you are experiencing an emergency issue such as server unavailable, site down, VPN down or e-mail down, engineers are alerted to troubleshoot these issues 24x7x365.