Tautoko
Te Whakatūtuki i te Kaupapa Tautoko
Kora handles most common tasks instantly, but some situations need a human. This guide explains how to reach the support team and how to write a ticket that gets resolved quickly.
Kora ka whakatutuki i te nuinga o ngā mahi noa otirā, heoi anō kei a ia ētahi āhuatanga e hiahia ana ki te tangata. Ko te aratohu nei e whakamārama ana i te āhuatanga o te whakatūwheratanga ki te rōpū tautoko me te tuhi i te taupoka ka tika tonu te whakaotinga.
Āhuatanga o te Whakatūwhera i te Taupoka Engari Whakamahi i a Kora
Whakamahi i a Kora tuatahi mō:
- Te rapu i ngā hapa tūmataiti me te whakatika.
- Te waihanga, te whakahoki rānei i ngā kōpī tūārei.
- Ngā pātai DNS me SSL.
- Ngā whakarereke kaupapaaho me te putanga PHP.
- Kaupapa e pā ana ki tō tūmataiti, tō pūkoro rānei.
Ka taea e Kora te whakaoti i te nuinga o ngā āhuatanga pūmau i roto i ngā meneti, me te kore tūtū. Whakatūwhera i te kōrero Kora i te kokonga taha matau o KPanel, kāore anō koe i whakahuatia tō raru. Mehemea kaore a Kora e taea te whakaoti, ka taea ia te waihanga taupoka tautoko mā tōu ingoa, me te horopūtake arotake kua whakatīkia.
Whakatūwhera i te taupoka tautoko mō:
- Ngā whakakotinga utu, ngā utu e kore i te matapaetia rānei.
- Ngā āhuatanga whakawhiti pūkoro kaore i te taea te whakatika mā te rerenga takiuru (hei tauira, te moe 2FA kāore me ngā whakatakoto tohu).
- Ngā āhuatanga e hiahia ana i te whakaaro tangata, i te whakatau kaupapa rānei.
- Ngā neke uaua, ngā waihanga pūmau rānei e hiahia koe i te tohu mō.
- Kaupapa a Kora kua rapu engari kaore e taea te whakaoti.
- Ngā kaupapa haumaru, ngā āhuatanga whakahiapo pūkoro rānei.
Āhuatanga o te Whakatūwhera i te Taupoka i KPanel
- Takiuru ki KPanel i kpanel.kapsulehost.com.
- Pāwhiri i Support i te pae matau.
- Pāwhiri i Open a Ticket.
- Whirinaki i te Priority (tirohia i raro).
- Tuhituhi i te raina kaupapa (poto, whakamārama, hei tauira: "SSL certificate not renewing on example.com").
- Whakakī i te tinana taupoka me te nuinga o ngā horopūtake ka taea (tirohia te Āhuatanga o te Whakauru i raro).
- Pāwhiri i Send Ticket.
Ka riro he īmēra whakamanatika ā muri i te tuku taupoka. Ka tae mai ngā whakautu katoa ki te wāhi īmēra o tō pūkoro KPanel.
Āhuatanga o te Whakauru i tō Taupoka
Ka tika harikoa te taupoka nā runga i te tūtū, no te mea kaore te rōpū tautoko e hiahia ki te pātai anō. Whakauru:
- Te rohe, te ingoa tūmataiti rānei e pā ana ki te āhuatanga.
- Te whakamārama mārama o te raru. He aha tā koe e ngana ana? He aha tā te pūkoro e whakatupuranga ana?
- Te kupu hapa tika, kua tāruatia hei kupu, hei ahua rānei. Kāore e tika te whakarereke i ngā hapa.
- Ngā mea kua whakamatau koe. Ka tiakina tenei te rōpū i te whakapakeke i ngā hiahia kua mahia.
- Te wā i tīmata ai te āhuatanga. Ko te tino, ka pai ake ("tata ki te 2 o te ahiahi inanahi" he pai ake i te "tata nei").
- Mehemea he paheke, he tūturu rānei te āhuatanga.
- Tō wāhi IP mena e pā ana te āhuatanga ki te whakawhiti, ki ngā rāupatu firewall rānei (haere ki whatismyip.com).
Ngā Taumata Ikeike
| Ikeike | Āhuatanga o te Whakamahi | Whakatutuki Tuatahi |
|---|---|---|
| Normal | Ngā pātai noa, ngā āhuatanga kaore i te karanga, kaupapa kaore e whakamate tō tūmataiti ora | I roto i te 4 haora mahi |
| High | Ko te tūmataiti ora e tika ana kua rite, te karanga utu, te āhuatanga e whakatika te wā | I roto i te 1 haora mahi |
| Critical | Te mate raraunga, te pakanga haumaru kua whakamanatikia, te whakawhiti kaore i te manatika | Ka tere anoa |
Koa e whakamahi i te taumata Critical anake mō ngā karanga pono e pā ana ki te mate raraunga, ki ngā kaupapa haumaru-noa rānei. Ko te kaiwhakamahi i te taumata Critical e ārikitanga ana i ngā whakautu mō ngā kaihoko he karanga pono.
He Aha te Inaianei i Muri i te Tuku
- Ka riro he īmēra whakamanatika aunoa me tō tau taupoka.
- Ka arotake te mema rōpū tautoko i tō taupoka, ka whakaatu i roto i te wā o tō ikeike.
- Ka tae mai ngā whakautu mā te īmēra, ka kitea hoki i KPanel > Support > Ticket History.
- Whakaui i te taupoka mā te whakautu atu i te īmēra, mā te pāwhiri i te taupoka i KPanel, me te tāpiri whakautu.
- A, kua tika te āhuatanga, ka taea e koe te kapo i te taupoka i KPanel, i te whakautu atu i te īmēra rānei ki te "resolved". Ka taea hoki e te rōpū te kapo whai muri i te whakaotinga mehemea kaore he whakautu i roto i ētahi rā.
Kōhimuhimu Taupoka
Ko ngā taupoka o mua me tēnei wā kei KPanel > Support > Ticket History. Ka taea e koe:
- Te tiro i te kōrero katoa o te taupoka.
- Te whakatūwhera anō i te taupoka kua kapohia, mehemea ka puta anō te āhuatanga.
- Te whakatauiratia i ngā taupoka o mua ā whakatūwhera taupoka hou.
Tautoko Īmēra
Ka taea hoki e koe te whakawhiti ki te tautoko otirā i support@kapsulehost.com. Ko ngā taupoka īmēra ka whakahaere me te ikeike Normal, kāore anō koe i te tohu i a ia i te raina kaupapa.
Ngā Haora Mahi me ngā Rohe Wā
Ko te rōpū tautoko KapsuleHost kei runga New Zealand Standard Time (NZST, UTC+12) i te hokowhitu me New Zealand Daylight Time (NZDT, UTC+13) i te raumati.
Ko ngā haora mahi: Rāmere ki te Rāhauhau, 9am ki te 6pm NZST/NZDT.
Ka ārokitia ngā taupoka High me Critical i waho i ngā haora mahi. Ko ngā taupoka Normal ikeike i roto i ngā haora kaore i mahi ka whakahaere i te rā mahi e whai ake.
Mehemea kaore koe i te mārama ki te wā o nāianei i Aotearoa, rapua "current time New Zealand" i roto i te ētahi pūtukatuka, whakamahi rānei i te hōketo wā.