Getting help

Sheernox support is run by a Canadian team in Kamloops, BC. A support ticket is the fastest way to get help with anything technical, and tickets are accepted 24/7.

Ways to reach support

Channel	Best for	Hours
Support ticket in the client portal	Anything technical, migrations, billing questions, outages	Accepted 24/7
Phone: 1-855-375-TECH (1-855-375-8324, toll-free in Canada and the US)	Billing questions, plan advice, urgent escalation	Monday to Friday, 8:00 AM to 5:00 PM Pacific Time
Email: support@sheernox.com	General technical questions if you cannot sign in to the portal	Accepted 24/7
Email: sales@sheernox.com	New services, custom quotes, reseller programs	Replies within 4 business hours
Email: abuse@sheernox.com	Reporting spam, phishing, copyright notices or attacks coming from Sheernox networks	Reviewed on a priority basis

Why a ticket beats email

A ticket opened while you are signed in to the client portal is already linked to your account, so the team can act on it without first checking who you are. Changes to DNS records, server settings or anything that needs log access always require a ticket from the portal for this reason, even if you started by phone.

Check the status page first

If a website, mailbox or the control panel suddenly stops working, look at status.sheernox.com before you open a ticket. It shows live results from monitoring that runs around the clock.

status.sheernox.com

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The status page lists each monitored service with its uptime over the last 90 days.

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1. Read the banner at the top marker 1. All systems Operational means every monitored service is up.

2. Find the service you use in the list marker 2. The page tracks the client portal, the control panel, webmail, phpMyAdmin, the shared hosting server and both nameservers (ns1.sheernox.com and ns2.sheernox.com).

3. To hear about problems without checking, select the bell marker 3 and subscribe to status updates.

If the status page shows a problem with the service you use, the team already knows and is working on it. You can still open a ticket if you need an update for your own site.

If everything shows as operational but your service is not working, the problem is probably specific to your account. Open a ticket.

Open a support ticket

1. Sign in to the client portal at my.sheernox.com.

2. Open a new support ticket from the support section of the portal.

3. Write a short subject that names the problem and the service, for example Contact form emails not arriving on example.com.

4. Describe the problem using the checklist in What to include, and attach screenshots if you have them.

5. Submit the ticket. You will get an email confirming it with a ticket number.

You can add details or reply to the team at any time, either by replying to any email about the ticket or by opening the ticket in the client portal.

Keep the conversation going

If the team is waiting for your answer and the ticket goes quiet, you will get a reminder email. The ticket closes automatically 24 hours after that reminder unless you reply. You can always open a new ticket later.

What to include

The more of these you include, the fewer back-and-forth messages it takes to fix the problem:

• Which service: the domain name, or the plan name if there is no domain.
• What you expected and what happened instead: for example, Visitors should see my homepage, but they see a 500 Internal Server Error.
• When it started, and whether anything changed around then, such as a plugin update, a DNS change or a new email app.
• The exact error message, copied as text or shown in a screenshot.
• What you have already tried.
• For email problems: the sending and receiving addresses and the time of a message that went missing.

Keep secrets out of tickets

Do not put passwords, card numbers or other secrets in a ticket or email. If staff need access to something, ask them how to grant it safely.

Urgent problems and after-hours help

For an outage, an attack or a hardware emergency, open a ticket and say clearly in the subject that it is urgent. Monitoring runs 24/7, and urgent tickets outside business hours are handled on a best-effort basis.

Moving from another host

Migrating a website from another host is free. Place your order, then open a ticket asking for a migration, or email support@sheernox.com. The team looks at your current setup and agrees a time for the move with you.