How to get help at WebDisk: support channels, a good ticket and a pre-purchase conversation

WebDisk Blog · category: Support · reading time: ~6 minutes

In short:- Before you write to us, check status.webdisk.io – if the outage is on our side and we already see it, it will be there.- Technical matters are handled in our ticketing system: the support.webdisk.io portal for customers with an account, and the "Technical request" form on the support page if you do not have an account yet. You can open a ticket at any hour; the phone line works during the team's working hours.- A good ticket is half the solution: the name of the service and the resource, the exact time the problem occurred, the literal text of the error, and information about what changed recently.

A technical problem rarely picks a convenient moment – it usually shows up exactly when the service has the most users. At that point you should not have to wonder where to write or what to prepare – what matters is that the ticket goes straight to the right hands and contains everything the engineer on the other side needs.

This article is a practical guide: which channel to report a problem through, how to write a ticket that speeds up diagnosis, and how to talk to us before you buy – at the stage of planning a migration to the cloud. We cover how our support is organised, and exactly what each plan includes, in more detail in the article about WebDisk support – here we focus on what to do when help is needed right now.

How do I contact WebDisk support?

Start with a quick check: take a look at status.webdisk.io. If the outage is on our side and we already see it, it will be there. If the status is green, the problem most likely concerns your environment – and your ticket is all the more valuable, because it shows us something our probes do not measure.

Ticket portal – support.webdisk.io. This is the main route for customers with an account in the ticketing system. The case gets a number, a priority and a full history of correspondence – whatever was agreed does not get lost in an inbox, and the whole context sits in one place. You can open a ticket at any hour: the ticketing system accepts cases around the clock, and the first response time depends on your support plan.

"Technical request" form – on the support page. The fastest route when you do not yet have a portal account. The form asks straight away about the service, the priority and a description of the problem, so your ticket reaches us with everything we need; we will create an account in the ticketing system at first contact.

E-mail. Technical matters: support@webdisk.io; general and administrative questions: office@webdisk.io; service selection and quotes: sales@webdisk.io.

Phone – +48 574 311 332. During the team's working hours; current hours are listed on the contact page. The phone is best for matters that require a conversation – during outages, however, it is worth opening a ticket in parallel, so that the case has a number and a documented history. Enterprise customers use a separate, dedicated hotline.

Before you open a ticket, you can find some of the answers yourself: our public knowledge base lives at help.webdisk.io and collects instructions for WebDisk services.

One organisational tip: one problem = one ticket. Adding a second topic "while we are at it" makes both threads longer, because each may require a different specialist.

What should a good technical ticket contain?

The most common reason a case drags on is not the difficulty of the problem, but having to go back and ask about the basics. Before you click "send", check that the ticket contains:

1. The service and the resource – which service the problem concerns (Public cloud, Object Storage, WebDisk Files, Send, Next, VM, K8s) and which specific resource: the name of the virtual machine, the storage, the account.
2. The time of occurrence – the date and time, to the minute if possible. "Since yesterday evening" forces a search across a wide window; "2 August, around 21:40" lets us hit the right spot immediately.
3. The symptom and the expectation – what exactly is happening and what correct behaviour would look like. "It does not work" is the start of a conversation, not a description of the problem.
4. The literal error message – copied text or a screenshot; a paraphrase can lose the key detail.
5. What changed recently – an update, a configuration change, a new user, a different network. Surprisingly often, this is exactly where the answer lies.
6. Reproducibility and scale – whether the problem can be triggered again and how many users it affects. This helps assign the case the right priority.

And a security rule: your passwords and API keys are not needed to resolve a ticket – do not put them in the ticket text or in screenshots.

Standard, Premium or Enterprise – which support level should you choose?

WebDisk support comes in three levels. Standard is the basic support level, with a declared first response time of up to 12 business hours. Premium adds extended support and ticket priority, with a first response time of up to 8 business hours. Enterprise shortens the first response time to 2 hours and adds strategic consulting – this plan is designed for critical production environments. An up-to-date comparison of what each plan covers is on the support page, service prices are listed on the pricing page, and the formal framework of the services is described in the SLA terms.

It matters how you read these numbers: this is the time to an engineer's first response, not the time it takes to fix the problem. How long a fix takes depends on the cause and is not declared in the support plan. Note the unit as well: 12 and 8 hours are counted in business hours, whereas the 2 hours in the Enterprise plan are stated without that qualification.

What Standard does not include: active monitoring of your environment by our team – we learn about an outage from your ticket. Proactive monitoring starts at the Premium level. The scope of support in each plan is defined by the terms of service and the SLA.

Honestly: the support level is a decision about fit, not about prestige. If you run a production environment where an hour of downtime costs real money – for example a Kubernetes cluster with customer applications, whose support we wrote about separately – a first response time counted in business hours may not be enough, and it is worth considering a higher plan. For a test environment, Standard is usually just right. The limits of what a given plan's support covers are set by the terms of service and the SLA – better to read them before choosing than to discover them during the first incident.

Before you become a customer: the pre-sales conversation

Support does not begin the moment a contract is signed. Facing a new technology on your own can put you off the cloud faster than any outage – which is why we also help at the planning stage: we will explain what moving an environment involves and suggest the order of the steps. If you are moving from an existing virtualisation platform, a good starting point is our guide to migration from VMware. And if you are still choosing a provider, we compare the two approaches in the article hyperscaler or Polish cloud – also in terms of Polish-language support.

Send pre-sales questions to sales@webdisk.io or use the contact form – and ask about the option of testing the environment before you decide.

Frequently asked questions

Can I report a problem at night or on a public holiday? Yes – the ticketing system accepts cases around the clock, every day. The first response time depends on the support level; the phone line works during the team's working hours, and Enterprise customers have a separate hotline.

How does Standard differ from the higher levels? Standard is the basic level, included with WebDisk services: help in the ticketing system, documentation and the knowledge base, without active monitoring of your environment by our team. Premium and Enterprise shorten the declared first response time and add consulting and proactive monitoring. The terms of the higher levels – the scope and the billing method – are agreed individually; write to sales@webdisk.io.

What are the first response times in WebDisk support plans? Standard declares a first response time of up to 12 business hours, Premium – up to 8 business hours, and Enterprise – up to 2 hours. This is the time to an engineer's first response, not the time it takes to fix the problem – how long a fix takes depends on the cause. The formal framework of the services is described in the SLA terms.

I have an urgent production outage. Portal or phone? Both: a ticket in the system gives the case a number and puts it on a formal track in line with your support plan, while the phone lets you signal the seriousness of the situation immediately. Enterprise customers use a separate, dedicated hotline – in that plan phone contact is not limited to the team's working hours.

I do not have an account in the ticket portal. How do I report a problem? Use the "Technical request" form on the support page or write to support@webdisk.io – we will create an account in the ticketing system at first contact.

Help starts with a good ticket

There are several ways to reach us, but there is only one recipe: a specific ticket in the system – with the time of occurrence, the symptom and the literal text of the error – gets resolved fastest. And if you are only considering WebDisk, write to us before you buy: a conversation costs nothing, and it can save you a lot of stress during migration.