The Right Channel, What to Include & Response Times #
Getting your request to the right AEserver team through the right channel is the fastest way to get help.
We occasionally receive technical, billing, domain, or account-related requests through email addresses intended for other purposes, such as our Sales team. While we will always try to point you in the right direction, sending a support request to the wrong channel can delay its handling.
This guide explains how to contact AEserver Support, which channel to use, what information to provide, and what response times you can normally expect.
The Official Support Channel: Your AEserver Client Area #
For any issue relating to an existing AEserver account or service, the recommended and official method of contacting us is through a Support Ticket in your AEserver Client Area.
Visit:
After logging in:
- Navigate to Support
- Select Open Ticket
- Choose the most appropriate department
- Enter a clear subject and description
- Attach any relevant screenshots, logs, error messages, or other supporting information
- Submit the ticket
Using the Client Area allows our team to securely identify your account, view the services associated with it, maintain a complete history of the case, and route your request to the correct team.
Which Channel Should I Use? #
Technical Support #
Use a Support Ticket for technical problems involving an existing AEserver service, including:
- Website not loading
- Hosting issues
- cPanel or Plesk problems
- Email sending or receiving problems
- DNS configuration
- SSL certificate issues
- Server errors
- Website or hosting migrations
- VPS or server connectivity
- Service interruptions
- Domain configuration issues
- Error messages relating to an existing service
For technical problems, please open a ticket from the account containing the affected service whenever possible.
Account & Billing Support #
Please use a Support Ticket for matters involving:
- Invoices
- Payments
- Account credit
- Renewals
- Refund enquiries
- Account ownership
- Contact information
- Verification requests
- Service cancellations
- Account access
- Payment reconciliation
- Existing orders
Account and payment matters often involve private or sensitive information. For security reasons, we may require the request to originate from the registered AEserver account or may request additional verification.
Domain Name Support #
For assistance concerning a domain already registered or managed through AEserver, open a Support Ticket.
Examples include:
- Nameserver changes
- DNS issues
- Domain renewals
- Transfer problems
- Registrant information
- Domain locks
- EPP/Auth codes
- Registry-related issues
- Domain verification
- Domain ownership matters
Whenever possible, include the full domain name in your ticket.
Sales Enquiries #
Our Sales channels should be used for pre-sales enquiries, such as:
- Which hosting package should I purchase?
- What server specification do I need?
- Do you support a particular application?
- How much does a service cost?
- Can you provide a quotation?
- Which AEserver product is suitable for my business?
If you are already an AEserver customer and are experiencing a problem with an existing service, please do not send the request to the Sales team.
Sales representatives may not have access to the technical tools or account-level information required to investigate the issue.
Live Chat #
Live Chat is useful for:
- General questions
- Basic guidance
- Product information
- Helping you find the correct section of the Client Area
- Checking which department you should contact
However, some matters cannot be fully investigated or resolved through Live Chat.
For technical investigations, account changes, billing disputes, ownership matters, or cases requiring logs and escalation, our team may ask you to open a Support Ticket.
This ensures the request is properly recorded and routed to the appropriate specialist.
Why Should I Use a Support Ticket? #
A ticket is much more than an email.
When submitted from your AEserver Client Area, it helps us:
- Verify which account is contacting us
- Identify the affected service
- Protect confidential account information
- Maintain the complete history of the case
- Route the request to the correct department
- Escalate technical cases when necessary
- Exchange screenshots, logs and other evidence
- Track communications between different AEserver teams
- Prevent requests from becoming lost across unrelated mailboxes
For these reasons, AEserver may require you to open a Support Ticket even if you initially contacted us through another channel.
What Should I Include in My Support Ticket? #
The more useful information you provide initially, the faster our team can investigate the matter.
Always include: #
1. The affected service
For example:
example.ae- Shared Hosting – Business Plan
- VPS hostname
- Email address experiencing the problem
2. A clear description of the problem
Instead of:
My website doesn’t work.
Provide something such as:
example.ae started returning a 500 Internal Server Error at approximately 10:30 AM UAE time. The website was working normally earlier today.
3. When the problem started
Include the approximate date and time whenever possible.
This can be particularly useful when our engineers need to inspect server logs.
4. The exact error message
Copy and paste the complete error where possible.
If that is not possible, attach a screenshot.
5. What you were doing when the problem occurred
For example:
The error appears when attempting to log into WordPress.
or:
Emails sent from info@example.ae to Gmail addresses are being rejected.
6. Troubleshooting already performed
Tell us what you have already tried.
For example:
- Cleared browser cache
- Tried another device
- Changed DNS
- Restarted the application
- Disabled a WordPress plugin
This prevents our team from asking you to repeat unnecessary steps.
Screenshots Are Helpful #
Where applicable, attach a screenshot showing:
- The complete error
- The browser address bar
- The relevant control panel page
- The affected settings
Please avoid cropping screenshots so heavily that important context is removed.
Never Send Passwords in a Ticket #
Please do not send passwords, credit card details, private keys, or other highly sensitive credentials in plain text.
If our technicians require access information, they will advise you on the appropriate method of providing it.
AEserver staff will never require your full payment card details or card PIN.
One Issue per Ticket #
Where possible, please keep one problem or related group of problems in a single ticket.
For example, avoid combining:
- A website error
- An invoice question
- A domain transfer
- A new server quotation
into the same ticket.
Separate requests can be routed to the appropriate teams much more efficiently.
Please Do Not Open Multiple Tickets for the Same Problem #
Submitting several tickets, sending multiple emails, and contacting Live Chat simultaneously about the same issue usually does not make the case move faster.
In some cases, it can actually slow down the investigation because information becomes fragmented across multiple conversations.
If you have additional information, simply reply to the existing ticket.
How Are Tickets Prioritised? #
Support requests are not necessarily handled only in the order they are received.
Technical cases may also be prioritised according to their severity.
For example, a widespread service outage will normally receive higher priority than a request for assistance changing a non-critical setting.
Factors considered may include:
- Number of services affected
- Whether the service is completely unavailable
- Business impact
- Security implications
- Whether there is an active infrastructure incident
- Whether engineering or a third-party provider must be involved
Marking a routine request as URGENT does not automatically increase its priority.
Please reserve urgent language for genuinely time-sensitive service-impacting incidents.
Expected Response Times #
AEserver aims to respond to requests as quickly as reasonably possible.
Typical handling expectations are:
| Request Type | Typical Expectation |
|---|---|
| Major service outage or critical technical incident | Prioritised immediately based on severity |
| Standard technical support | Normally reviewed within a few hours |
| Domain-related support | Normally within the same working day |
| Billing/account enquiries | Normally within one business day |
| Sales enquiries | Normally within one business day |
| Issues requiring registry/vendor investigation | Depends on the external provider or registry |
These are general expectations and not guaranteed resolution times.
A first response also does not necessarily mean that the underlying issue can immediately be resolved.
Some cases may require:
- Server log analysis
- Engineering investigation
- Escalation to a senior technician
- Registry intervention
- Datacentre investigation
- Software vendor assistance
- Verification documents
- Third-party provider action
In such cases, our team will continue communicating with you through the ticket.
Response Time vs. Resolution Time #
These are two different things.
Response time is how long it takes for our team to review and reply to your request.
Resolution time is how long it takes to completely solve the underlying issue.
For example, AEserver may respond to a domain registry problem quickly, but the registry itself may require additional time to investigate or process the requested action.
Where the matter depends on a third party, AEserver cannot guarantee that third party’s processing time.
Avoid Sending Support Requests to Unrelated Email Addresses #
Please do not send existing-service support requests to addresses intended for other functions, including Sales, Marketing, Management, Abuse, or other departmental mailboxes.
For example, a message concerning:
“My website is down”
should be submitted as a Technical Support ticket rather than being emailed to the Sales department.
Similarly:
“I don’t recognise this invoice”
should be submitted to the appropriate Billing/Account department through the Client Area.
Messages received through an incorrect channel may simply be redirected back to the Support Desk and therefore take longer to reach the person able to assist you.
Why We May Ask You to Contact Us Again Through the Client Area #
Even if you have already explained the issue by email, our team may ask you to submit it again through your authenticated AEserver account.
This is not intended to make the process more difficult.
It may be required because:
- We need to verify the account holder
- The request involves confidential account information
- A technician needs access to the associated service record
- The case requires internal escalation
- An audit trail is required
- The request involves an account-level change
For security reasons, some requests cannot be actioned based solely on an email sent from an external address.
What If I Cannot Log In? #
If the problem itself is preventing you from accessing your AEserver Client Area, contact AEserver and clearly state:
- Your registered email address
- Your name/company name
- The affected domain or service
- That you are unable to access the Client Area
Our team will guide you through the appropriate account recovery or verification procedure.
Please note that identity verification may be required before account access or sensitive account information can be changed.
Help Us Help You Faster #
Before contacting support, remember these five points:
- Use the Client Area Support Ticket system for existing services.
- Choose the correct department.
- Tell us exactly which service is affected.
- Include the complete error, screenshots and relevant details.
- Keep following up on the same ticket rather than opening duplicates.
Sending the right information to the right team from the beginning allows AEserver to assist you much more efficiently.
Need Support? #
Log in to your AEserver Client Area:
Then navigate to Support → Open Ticket and select the department most relevant to your request.
