How does technical support work
1. What types of support are available at SW Hosting?
Currently, at SWHosting there are two types of support: Level 1 support and Administrative support.
Each type of support is specialized in the management and resolution of a type of queries or incidents.
Also, there is our help center where you can find a database of manuals and video tutorials on how SWPanel works.
2. Level 1 support
Level 1 support is the one that answers questions related to the use, contracting, and management of the services via SWPanel, in addition to the doubts that you may have.
Every SWPanel customer can access this support for free through a support wall or through the immediate help.
2.1 How to open a supporting Wall
To open a support wall, you must do so from the support icon → Conversations with support:
2.2 How to use Quick help
To use the immediate assistance system, you must do it from the Quick help section of the blue side menu:
For more information you can consult the manual; talk to support with Quick help
3. Administrative Support
The Administrative support is the one that solves and manages doubts and incidents related to invoicing, changes in fiscal data, changes in the information of the customer file, problems with the validation of the customer account, among others.
This type of support is managed through Administrative Tickets. This type of tickets can be opened by any customer regardless of the services contracted.
To open an Administrative Ticket, see the manual; How to create an Administrative Ticket
4 Help Center
To access the Help Dashboard, you must do so from the Support icon → Help Dashboard:
In this new window, you will have access to all our manuals and video tutorials separated by categories and with their respective search engine so you can find the manual you need
4.1 Access to the manuals database
To access our manuals repository, you must do it from the support icon → Manuals and tutorials:
From this new window, you will be able to search and consult all our available manuals.
You can also access our manuals through docs.swpanel.com
4.2 Access to video tutorials database
To access our video tutorial repository, you must do so from the support icon → Video tutorials:
From this section, you will be able to search and watch video tutorials on how SWPanel works.
5. SWPanel training courses
SWPanel training is a course that explains the basic operation and actions you can perform with SWPanel. It is perfect for those who have just hired a Cloud with SWPanel.
These are non-classroom courses that are carried out virtually using Zoom, where a trainer specialized in SWPanel and internet services reviews and analyzes in detail all the options and possibilities that SWPanel offers to our customers.
For more information you can consult the manual; How to sign up for SWPanel for Cloud training with SWPanel Smart Web