Your Monthly Support Ticket
A new support ticket is opened for you at the beginning of each month (and the one from the previous month closed). The ticket number becomes the project number for billing purposes, to make it easy to cross-reference and look up items in the future. The purpose of having an open ticket (solely for Server Admin work) is to provide a place we can communicate about any work being done or any questions that you have, and having just one ticket open per month makes it easier and more concise for future referencing.
Your Online Admin Log
An online Admin Log is also created for you each month (the link to it will be included when in your Server Admin ticket), so you have a complete list of any server work done on your behalf. You can also use this as a way of checking to see what's going on if you get a notice that we've logged onto your server.
Any time we login to Paymo, the time-tracking application we use, an entry is automatically created in the current months' Admin Log, with at least a brief description of what work is being done or what issue is being investigated. There may be times where we have to go back after the fact and fill in more details as to what happened, as this information often isn't available until afterwards.
We've Got You Covered
We receive the same server alert emails you do, and normally if there's a problem we'll just go ahead and take care of it if needed (and you'll receive an emailed notice that we've logged onto the server). If you don't see us logging in, then it's likely something that doesn't need any attention. We keep a running list of any low-priority tasks, and will perform them the next time we need to login to the server. This saves time and keeps your costs down.
We try to be as transparent in our work as possible and keep you informed of anything you may need to know, that's why we created the online Admin Log, as a place where you can check to see what's going on and what's being done.
The Admin Log will also include time spent on tasks that are covered under "Hosting Support", as part of what you pay for in your server lease. You aren't billed for this time, but it's included in the Admin Log as a courtesy to you to give you a more complete picture of everything done on your server and when, as a reference for you. We're also working with the developers at Paymo to make the entries on the Admin Log a little easier to read and to display in strict chronological order.
