In this article, we'll explain how to contact support, our support SLAs, and abuse procedures.
Contacting our support department mainly goes through email. When contacting us by email, remember the three W's of support:
When sending us an email, be sure to send it from an email address that is registered with us and include your reseller ID in the email. This allows us to find your account, and help you faster.
You can find your reseller ID on a header of Control Panel:
Describe your issue in as much detail as possible. This means domains, screenshots, order IDs, API calls, API requests, and responses, etc.
There's one rule you need to follow here: we need all the information required to be able to reproduce the problem. If we can reproduce the issue, we can also solve it.
Besides who and what, we also need to know when something occurs.
If we have all variables of an issue, solving it will be that much easier.
By sending an email, you open a ticket with our support department. Shortly after opening a ticket, you'll receive an auto-reply on your email with your ticket ID.
We use this ticket ID to track your ticket, so whenever you decide to call us, have your ticket ID handy.
You can reach support through email depending on your location:
Worldwide support line
Netherlands support line
Spanish support line
Service Level Agreements
For tickets we strive to maintain the following service level agreements:
Emails will be answered within one working day or 8 business hours. Follow-ups on the same email will be answered within two working days, or 16 business hours*.
*These response times may vary when your ticket is escalated to our second-line support.
If you are an Openprovider reseller, you can contact us via chat!
In the control panel on the right side, you see a green "help" button.
When you click on the help button, you will see a few suggestions from our knowledge base which might already give you the answer to your question.
If this does not answer your question, you can start a live chat with our support colleagues via the button "Live chat". This option is only shown during office hours (weekdays from 09:30 - 17:00 CET) and when our support colleagues are available. If our team is not available, the button "live chat" is replaced with a form which you can use to send us an email.
It's also possible to contact us by phone. Use this for urgent cases only and remember to keep your reseller, and ticket ID handy, as we need this to be able to help you by phone.
You can reach us on weekdays from 09:30 - 17:00 CET.
On Fridays, our office has 2 weekly meetings and is unavailable by phone (and chat) from 10:30 - 13:30 and from 15:00 - 15:30.
Complaints about fraudulent webshops, phishing, and copyright violations will not be handled by our support department, but by our legal team.
Our legal team is only available by email.
Please read this article about how to submit an abuse complaint.