User support center
We put together all resources that can help users and admins. Here you can find the answer to pretty any question about ISPsystem panels.
Documentation
Iinstallation, settings, and principles of operation of ISPsystem products.
How we support our customers
We have two support lines. The first line works with general inquiries
while the second one resolves complicated technical issues.
while the second one resolves complicated technical issues.
You need customer care department if you want to:
- pay
- prolong
- activate
- change the IP address of your license
- restore access to your account
You need technical support if you want to:
- install
- set up
- update
- integrate
- ask a technical question about ISPsystem software
Where can I ask my question?
Customer care
Monday-Friday: 00:00 - 16:00 GMT
Saturday-Sunday: via tickets, answers within 24 hours
Saturday-Sunday: via tickets, answers within 24 hours
Technical support
24/7
1 ticket — 30 €
5 tickets — 100 € (you save 50 €)
30 tickets — 300 € (you save 600 €)
Free for hosting partners
Free ticket per each 100 € charged of your account balance
5 tickets — 100 € (you save 50 €)
30 tickets — 300 € (you save 600 €)
Free for hosting partners
Free ticket per each 100 € charged of your account balance
FAQ
Your funds will be charged right after you have sent your questions via the account area. One ticket is per one issue, regardless the amount of messages sent within the ticket. If the cause of the issue was in our software, we will return the ticket charged back to your account.
Any question sent to our customer care department is free. You can send to us as many questions as required. However, you need to pay for questions directed to technical support. However, every 100 EUR spent on ISPsystem products give you one free ticket to our technical support.
If our technical specialists have to be involved to resolve your issue, then it will be paid. Normally, such issues are related to settings, updates, integration, and technical parameters of ISPsystem software.
If you still don't know where to send your question, just go to our Customer Care department. They will redirect you to the Technical support if your question is not in their competence.
If you still don't know where to send your question, just go to our Customer Care department. They will redirect you to the Technical support if your question is not in their competence.
Not exactly. If you communicate with us over emails or the website chat, it means that you're in touch with the customer care department, which is totally free. A paid technical support ticket is a request sent to our technical support over the form in your account area at my.ispsystem.com.
Technical support does not provide diagnostics of the server with ISPsystem software installed. We recommend to address your issues to your system administrator or any company specializing in server administration.
We don't configure systems, third-party software, or networks on clients' servers. We recommend to address your issues to your system administrator or any company specializing in server administration.
Technical support doesn't develop or support plugins or third-party modules developed for ISPsystem software. You can send your requests to Feature Requests on our website or write to our customer care department. Product managers will consider your request and reply to you. Also, you can request feature development from our technological partners e.g. ISPlicense.
We at the customer care department generally help with payments or service activation; however, we can also help to resolve deeper technical issues. We can assist in installation for free and provide links to documentation that can help.
Yulia Lutsenko, Head of Customer Service