Manual @ PIPNI - Technical information - A few suggestions concerning writing e-mails to <code>support@pipni.cz</code>

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A few suggestions concerning writing e-mails to support@pipni.cz

In Administration > Invoices you can find form for submitting question. Use it primarily.
Mention the domain you are going to talk about.
Use plain-text (non-HTML).
Login and password to FTP, if you want e.g. to have something uploaded.
Login and password to the database if the problem involves a DB.
Script URL if it is relevant to the problem.
If the problem bear on invoices provide also steps you've done, too.
Try to describe the problem in greater depth; besides this description and any questions include: how does the actual behavior differ from what you expect, for how long have you been detecting the problem, ...
If the manner of the question requires it, include the info on the type of the computer where you have been detecting the problem (particularly the OS, ping values, client used, connection type, ...).
If you wish to be literally illustrative, attach a small image to the message.
Pick a descriptive message subject - "Help!!!" or "Question" doesn't say very much as to what are you concerned about. A well-chosen subject also partakes in quick orientation.
Likewise, high-priority e-mails are of no additional help to you. All the incoming mail from our customers has the same priority, we are resolving the questions and problems in the order of their arrival.
Turn off any "automatic replies" and "delivery notifications." These are a great delaying factor.
If you are attaching an e-mail, select only the relevant part of it; if it is necessary to include it as a whole, do so in the form of an attachment.
Do not shorten e-mails; if you feel it is necessary to do so, keep intact at least the part which will let us recognize the original point of the problem.
Likewise, do not write thanksgiving e-mails. We're here to help you.

Following these rules will lead to exact replies from us and quick management of the issues. It will furthermore spare a lot of time of both ours and yours.

Total count of tips: 141