Technical support

Did you encounter an issue that you can’t resolve with our online documentation alone? Our team is here to help you with any question or problem.

Simply sign in to your freistilbox Dashboard. From there, you’ll be able to reach our engineers via chat or a support request.

Support chat

This communication channel is best suited for:

  • simple questions
  • issues that don’t come with lots of detail information
  • issues that won’t require detailed analysis

To talk to one of our engineers, simply click the support chat button in the bottom right of every Dashboard page:

In case we’re not able to respond to your request right away, you don’t have to keep the Dashboard page open in your browser and wait. Simply go on with your work. As soon as we write an answer, you’ll automatically get an email.

If an issue raised via chat turns out to be a bit heavy, we can convert the whole conversation thread into a support request.

Support request

For more complex problems, we recommend that you send us a support request. This will enable us to assign your issue to the right person on the team and to allocate sufficient time to get into things.

To create a support request, simply click the link Contact support in the Support section of your website’s details page:

This will create a new ticket with our engineering team in which we’ll document our progress to resolution. It will automatically contain important details like your cluster and website IDs.

IMPORTANT Please do not mix unrelated topics in a single request. The resolution of your issues will be much easier to track if you create a separate support request for each of them.

Essential details

You can speed up the resolution of an issue by answering the following questions as precisely as possible:

  • WHAT are the symptoms of the problem?
  • WHERE do they manifest?
  • WHEN was the problem first detected and, if it was only temporary, when did it end?

Here is an example support request that covers all the essential details:

[WHAT] We noticed error messages (error 503) [WHERE] on our website www.example.com. [WHEN] The problem started circa 14:20 CET and at 14:35, the site was working okay again.

The following details will help us, too:

  • a link to some instructions you followed
  • a relevant snippet of code or configuration
  • a screenshot of an error message

Always make sure to give us as much information as possible. The fewer roundtrips with you we need to get the issue clear, the faster we’ll be able to resolve it.


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