Knowledgebase

Contacting Support or Sales

Before reaching out, we recommend checking our Knowledgebase, where many common pre-sales and technical questions are already answered.

If you cannot find what you need, you can contact us through the following options:

• Submit a support ticket
• Start a live chat
• Call our team directly

All contact options are available via the Support dropdown menu on our website:
https://firstserv.com

Information to Include in Your Support Request

Resolving technical issues can sometimes be complex, and providing the right information upfront helps us assist you as quickly as possible. We strongly recommend including the details below when submitting your request, as we will often need this information before beginning any investigation.

Website Issues

To help us diagnose and resolve website-related problems efficiently, please include:

• The website/domain name affected
• The exact date and time the issue occurred
• The URL displayed when the problem occurred
• Your public IP address (e.g. via “View my IP”)
• Any error messages shown by your browser or application
• Your operating system and browser version (e.g. Windows 10, latest Firefox)
• Clear steps to reproduce the issue

Email Issues

For email-related problems, please provide:

• Your cPanel username and associated domain name
• The exact date and time the issue occurred
• Any error messages when sending or receiving email
• The sender and recipient addresses for any failed messages
• Your public IP address
• Any error reports from the sender’s email system (if applicable)
• Your operating system and email client details

Submitting Sensitive Information

If you need to share sensitive data (such as passwords), please use our secure data submission system. Refer to our dedicated guide for instructions.

Best Practices When Contacting Support

✅ Do: Follow These Guidelines

• Include all relevant details listed above to avoid delays
• Mention any recent changes to your website or hosting that may be related
• Provide any additional context, even if you are unsure of its relevance

❌ Avoid the Following

• Combining multiple issues in one ticket

  • This can delay investigations and cause confusion

• Submitting duplicate tickets for the same issue

  • This disrupts workflows and slows response times

• Replying repeatedly to chase updates

  • This may reset your ticket’s queue position and delay responses

• Using abusive or offensive language

  • We understand issues can be frustrating, but respectful communication is required at all times

Important Note

After submitting your ticket, you will receive a confirmation email. This means our team has received your request and is likely already investigating it. Thank you for your patience while we work to resolve your issue as efficiently as possible.