Why Tickets Beat Phone Calls
(And How We Still Give You a Direct Line When It Matters)
When something on your site breaks, the last thing you want is a long wait or to repeat the same story five times. That’s why every 040Hosting plan—Shared, Optimized WordPress or Joomla, Managed Dedicated, Cloud, and yes, Reseller—starts with 24 × 7 ticket support. A ticket lands on an engineer’s screen with your server logs, domain name and recent actions already attached, so fixes begin while you get on with your day. For the few moments when a real‑time voice or chat saves the day, our optional Enterprise Phone Support package puts you straight through to senior staff. Here’s the thinking behind that mix, in plain English.
Why we start with tickets
- All the facts up‑front. Our ticket form pulls in your hosting plan, IP address and recent resource graphs automatically—so the engineer reads the full story before typing a single reply.
- Faster first fixes. In 2024 we resolved 85 % of tickets in a single response and under two hours; most of that time is spent fixing, not ‘identifying’.
- No hold music. While phone queues stack callers in order of arrival, our desk sorts cases by urgency. A “Site Down” tag jumps to the front even if it landed two minutes ago.
- Lower overhead means lower prices. Industry studies show a phone incident can cost over three times more than a ticket. Those savings let us pour budget into better hardware instead of bigger call centres.
- A written audit trail. Every step is logged in the portal, handy for future tweaks or compliance reviews.
When a call or chat helps
Even with a stellar ticket flow, sometimes you just need to talk:
| Good reason to pick up the phone | Why it helps |
|---|---|
| Mission‑critical outage with money on the line | Real‑time dialogue speeds decision‑making |
| Planning a complex migration or upgrade | Voice lets us map steps together and spot gaps |
| Contract or billing changes | Easier to discuss options live |
Our Enterprise Phone Support package bolt‑on unlocks a dedicated Dutch help‑line and priority live chat for these moments. You’ll still open a ticket first (so we have the context), then quote your Support‑ID to jump onto a call.
How to get the fastest answer
- Start a ticket from the client portal and pick the closest subject line.
- Add your domain or server name in the title—e.g.
store.example.com – 500 error. - Paste exact error messages or a quick screenshot.
- Mark the ticket Critical only if your production site is down.
- If you have the Phone Support package and the issue escalates, call the hotline with your ticket ID ready.
Takeaways
- Tickets give engineers instant context, which means faster resolutions for everyday issues.
- Because tickets are efficient, we can keep all plans—Shared to Dedicated—affordable without skimping on 24 × 7 coverage.
- For the handful of truly urgent or strategic conversations, Enterprise Phone Support adds a human voice without slowing normal fixes for everyone else.
This is the second post in the series called Behind the Uptime, written by Patrick, CEO and owner of 040Hosting, where I’ll share insights, decisions, and the thinking behind how we run a stable, fast, and honest hosting platform—offering a peek behind the curtain of what keeps your sites running smoothly every single day.
