How technical support works
1. What types of support exist in SW Hosting
Currently, in 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 class of queries or incidents.
Also, there is our help center where you can find a database of both manuals and video tutorials on the functioning of SWPanel.
2. Level 1 Support
Level 1 support is that which responds to queries related to the use, contracting, and management of services via SWPanel, as well as any doubts that may arise.
Every SWPanel customer can access this support free of charge through a support wall or through immediate help.
2.1 How to open a support wall
To open a support wall, you must do so from the support icon → Support conversations:
2.2 How to use Immediate Help
To use the immediate help system, you must do so from the Immediate help section of the blue side menu:
For more information you can consult the manual; ? Manual: Talk to support with Quick Help
3. Administrative Support
Administrative support is that which resolves and manages doubts and incidents related to billing, changes in tax data, changes in the client file information, problems with the validation of the client 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 they have contracted.
To open an Administrative Ticket, consult the manual; ? 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 both all our manuals and video tutorials separated by categories and with their respective search engine so that you can find the manual you need.
4.1 Access to the manuals database
To access our manuals repository, you must do so from the support icon → Manuals and tutorials:
From this new window, you will be able to search and consult all our available manuals.
4.2 Access to the video tutorials database
To access our video tutorials repository, you must do so from the support icon → Video tutorials:
From this section, you will be able to search and watch the video tutorials on the functioning of SWPanel.
5. SWPanel Training Courses
SWPanel training is a course where the basic functioning and the actions you can perform with SWPanel are explained. It is perfect for those people who have just contracted a Cloud with SWPanel.
These are non-presential 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 our customers.
For more information you can consult the manual; ? Manual: How to sign up for SWPanel training for Cloud with SWPanel Smart Web