How to open a support ticket

When to open a ticket

Open a support ticket when you need help with:

• Technical issues with your server or service
• Billing questions or payment problems
• Service upgrades or downgrades
• Network or connectivity issues
• Account-related requests

Step 1: Access the support system

1. Log in to the Baires Host client area at billing.baires.host
2. Go to Support → Open Ticket

Step 2: Choose the right department

Select the department that best matches your issue:

Choosing the right department ensures faster routing to the right team.

Step 3: Write an effective ticket

Include these details for the fastest resolution:

For technical issues

• Service affected: Which server or service (include the hostname or IP)
• Problem description: What's happening vs. what you expect
• When it started: Date and time the issue began
• Steps to reproduce: How to trigger the problem
• What you've tried: Solutions you've already attempted
• Error messages: Copy exact error text or attach screenshots

Example of a good ticket

Subject: VPS-1234 - SSH connection timeout since 14:00 ART

Hi,

My VPS (IP: 203.0.113.50, hostname: app-prod-01) has been
unreachable via SSH since approximately 14:00 ART today.

Symptoms:
- SSH connection times out
- Website hosted on this VPS is also down
- Ping to the IP also times out

I've verified:
- My local internet is working (can reach other servers)
- The issue is not firewall-related (was working before)

Could you please check if there's a network or hardware issue?

Thanks

Example of a poor ticket

Subject: Server down

My server doesn't work. Fix it please.

The more context you provide, the faster we can help.

Step 4: Attach files if needed

• Screenshots of error messages
• Log file excerpts (relevant sections only)
• Configuration files (remove sensitive data)

Response times

Following up on tickets

• Check ticket status in Support → My Tickets
• Reply to the ticket thread to add information
• Avoid opening duplicate tickets for the same issue
• If urgency increases, reply to the existing ticket noting the change

Alternative support channels

• Discord: Join our community for quick questions and peer help
• Email: support@baires.host for general inquiries
• Knowledge base: Check guides before opening a ticket - your answer might already be documented

Tips for faster resolution

• Be specific and concise
• Include server identifiers (IP, hostname, service ID)
• Provide timestamps in ART timezone
• Respond promptly when we ask follow-up questions
• Don't include sensitive data (passwords, tokens) in tickets