Note: this article is a work in progress and new tips are added to it from time to time.

To have your request processed as quickly as possible, follow the recommendations below. Requests created without following these recommendations will be processed last. So try to describe the essence of your request in detail and clearly right away if you want it to be processed as quickly as possible.

Now the same thing in other words: all unclear requests, vague questions, or requests that require clarification from the client will be processed after all other requests in the queue have been processed. When our staff member has to ask you something in a ticket, the ticket is automatically moved to the end of the queue. When you write something in a ticket, it is automatically moved to the end of the queue. The conclusion: the more completely, accurately and specifically you describe the problem, the faster it will be solved.

The recommendations below are intended to help you write a proper request and ensure the most effective cooperation in resolving any issues.

1. Access credentials.
Provide current access credentials (the administrator password) if your request involves performing any actions on your server. Remember that we cannot, and therefore will not, take any action on your request until you provide current access credentials. If you want us to perform some actions that do not require access credentials, state exactly what you want us to do.

2. Don't forget to select the server the request relates to
If you have several servers on your account, don't forget to select from the list the one the request relates to when creating it.

3. How to reproduce the problem step by step, or "the mind readers are on vacation".
Ran into a problem? Describe in detail how to reproduce it step by step, i.e. what exactly the administrator needs to do, and in what order, to see the problem you are writing about for themselves. Unfortunately, we won't be able to help you if we can't reproduce the problem. And only you know what the problem is and how to reproduce it. This item is mandatory in all cases where there is a problem that needs to be solved.

4. What happened before the problem occurred.
In the vast majority of cases, problems don't appear out of nowhere. As we all know, every effect has a cause. Unfortunately, not many people are able to properly establish cause-and-effect relationships and draw the right conclusions.  So if you run into a problem, just write what you were doing before it, even if you think it has nothing to do with the problem. Recall any changes that were made, which settings were changed, what was updated, what was launched, when the server was rebooted, what errors occurred, how you tried to fix them, what you installed, what you removed, what was running on the server, and anything unusual or strange that happened. This information can help quickly identify the cause of the failure and fix it. After all, please understand: if you "didn't do anything" and everything broke, it is easier for us to reinstall your server than to figure out what happened there.

5. Patience is the key to success.
We do everything we can to resolve problems as quickly as possible. So there is no point in writing "Well?", "Any news?", "How much longer?", "When will it be ready?" and other messages with no actual content. This can in no way speed up the processing of your request (we are already doing everything we can), but it can easily slow it down (remember that every time you add a message to a ticket, the ticket moves to the end of the queue? Besides, by asking such questions you simply distract our staff from their work, thereby only hurting yourself).

6. Keep your emotions under control.
This item continues the previous one. In addition to patience, show self-control. We understand how important the time to resolve the problem is for you, what the consequences may be, and many other things. But as we have already said, we are already doing everything we can to solve the problem as quickly as possible. So there is no need to pass your emotions on to us; this cannot speed up solving the problem in any way. Moreover, if you are rude or abusive, we will have to leave your request unprocessed. Stay calm and everything will be fine.

7. Ask specific questions
Ask specific questions you want answered and state specifically what you want us to do. An example of a vague request: "I can't log in to the server. The password doesn't work". The correct request would be: "My password xxxxxxx for the server doesn't work. Please change it to a new one". Another example: "The server has become slow, many sites don't open, some unknown processes are running. Looks like a virus." Yes, it does. But what exactly do you want from us? To sum up: every request must contain a specific question you want answered, or an instruction stating exactly what you want us to do.

8. Don't mix up tickets
Always follow the rule: one question (problem) — one ticket. Don't write unrelated questions in the same ticket. Don't reopen old (resolved) tickets unless necessary. Never create a new ticket as a reply to a question from an old one. Always include the number of the old ticket if you refer to it in a new one. If these rules are not followed, control is lost, there will be confusion and, as a result, long processing delays.

9. Don't try to create new tickets by email
All requests must be submitted only (and exclusively!) through the web interface of the ticket system. Messages sent by email (except replies to existing tickets) will simply not be read by anyone!

10. Close tickets you consider resolved yourself
If you consider the problem resolved or no longer requiring further processing, please say so and close the ticket yourself. We will also be grateful if you tell us exactly how the problem was solved, what the cause was, etc.