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my-knownhost:howto-login

How to Log In

First, note that the Billing Portal and the Support Portal are logged into with two separate accounts. Although there is a link to the Support Portal from within the Billing Portal, that does not automatically log you in.

Billing Portal: AKA: My Knownhost

To log in to the Billing Portal, follow these steps:

  1. Open your web browser and go to https://my.knownhost.com/.
  2. Click on "My Account".
  3. Type your Username in the "Username" box. Note: This is not necessarily an email address! (but sometimes is)
  4. Type your Password in the "Password" box.
  5. Click "LOG IN"
  6. This should now bring you to the main Dashboard area of the Billing Portal.

Support Portal

For your convenience, there is a link to the Support Portal, visible from the Billing Portal Dashboard.

However, you will not be automatically logged into the Support Portal by clicking on this link. You will still need to enter the login information for the account for the Support Portal. This might have a separate username from the one used to log into the Billing Portal.

Directly from the Url

You can also access the Support Portal by typing directly into your browser's url bar https://support.knownhost.com/.

Logging into the Support Portal

Once you have accessed the login page for the Support Portal, you will need to log in before you can submit a Support Ticket.

If you do not first log in, you will only have access to create tickets with the Sales Department. If after clocking the "Submit a ticket" button, the page looks like this, you have not yet logged in and still need to do so.

Using the login box for the Support Portal is similar to using one for the billing portal, except at a different url and possibly with different login information.

  1. Make sure you are at the right url (https://support.knownhost.com/).
  2. In the Login box, type in the first text box the email address for this Support account.
  3. In the second text box, type the password for this Support account.
  4. Click "LOGIN"
  5. If you have not yet logged into the Support Portal with this email address, an email will be sent to you at that email address for verification. In that message, click on the link provided to validate the address.
  6. Once your email address has been verified, try again to log in at the Support Portal.
  7. The page should then look approximately like this. Note in particular that on the left side, instead of a login box, there is an "Account" box with options such as "My Profile", "Preferences", "Logout", etc.
  8. Then, after that, if you click "Submit a Ticket",
  9. there are more options. In particular, it should be possible to choose "Support", if the email address you logged in with has been given permission to do so:

Submitting the Ticket

  1. Once you have chosen the desired department (Support if you need assistance with your server, Billing if you have billing concerns or need assistance with package upgrades/downgrades, or Sales if you are adding additional servers), click "Next".
  2. Next, choose a "Priority" for this ticket.
    • Note that "Critical" is intended for if the server itself or the major daemons are down (eg, apache, mysql, exim, etc). If a Critical ticket is opened for a non-Critical issue, we would still be required first to check for Critical issues, then if none are found, to adjust the ticket Priority accordingly. For this reason, choosing "Critical" when neither the server itself nor the major daemons are down would result in slower resolution of the actual issue, not faster.
  3. In the "IP Address" box, type the IP address of the server with which you need assistance.
    • Make sure your browser does not autofill different information here, such as your email address or other username. Some browsers' autofill features are rather finicky, so you may want to consider disabling them.
  4. In the "Root Password" box, type the root password to the server.
    • If the password you enter is incorrect, we will as you for the correct password. If you are not sure, we can reset it for you upon request, but it will save both our time and yours if you can enter the correct password here.
    • In particular, check that your browser's autofill feature is not adding incorrect information here.
  5. The default ssh port for our servers (2200) should already be filled in. If your server uses a different port for ssh, please enter your server's ssh port in the "SSH Port" text box:
  6. Choose a descriptive title for your ticket.
  7. Add a description of the issue in the message box.
    • Make sure to add as much information as possible about the issue. If you are not sure which details are relevant, erring on the side of telling us too much is likely to save time, vs possibly not giving us enough information, in which case there would be more back-and-forth replies asking for additional information.
  8. If you have any error messages to tell us about, it is likely to be most useful to paste the text of the error message directly into the ticket body.
    1. However, if the issue is hard to describe without pictures, or if there is some other type of attachment needed for this particular ticket, it can be added with the "Add File" button.
    2. Then click "Choose File"
    3. A file manager -like window should then pop up from your operating system for you to select the file you would like to attach. Select the needed file acordingly.
    4. If you have other files to attach, click "Add Files" again.
    5. When you are finished adding files, click "SUBMIT"
  9. You can check the status of the ticket from the "My Tickets" area. Additionally, each ticket reply should send an email message to the email address used to log into the Support Portal for submitting the ticket. If the ticket was opened with the Support Department, you should hear back within a few minutes. If it is with the Sales or Billing department, there may be delayed response times if it is outside of their Official Hours.1)
1)
Official Hours of the Billing Department and Sales Department are 7 days a week, 7AM - 7PM CST (CDT during Daylight Savings Time as observed in Birmingham, Alabama, USA). Although they occasionally check on tickets outside of these hours, responses may be delayed.
my-knownhost/howto-login.txt · Last modified: 2017/11/09 21:01 by Daniel P.