We provide our technical support services in English and Sinhala twenty-four hours per day every day of the year. We are always working hard to improve our time to response and time to resolve the issue. However we also need your full contribution in order to provide support services in a timely manner.
Here’s some helpful information.
Don’ts
- Do NOT call the out hotlines before submitting the ticket or after submitting the ticket; hotlines are only for sales/billing support.
- Do NOT submit multiple tickets or multiple replies to a single ticket; it will delay the resolution time.
- Do NOT provide assumptions which will mislead the operators.
Do’s
Please submit ticket only to the relevant department (Departments and their responsibilities – https://manage.greenline.lk/submitticket.php
Priority of the ticket is also important and any ticket other then server downtime or an issue which is having a critical impact on your service should NOT be submitted as a “HIGH” priority ticket.
If there is a server downtime, it will be escalated to our technicians immediately since we are monitoring the servers 24×7. It’s not required to call us and inform about a downtime, your service is always being monitored 🙂
Here ‘s some helpful information to include in your ticket in order to get a quick resolution
- Full description of the problem.
- Are you receiving any error messages/warning? If so, what specific error is it? (attach screenshots).
- How can we replicate the problem from our end?
- Are you using a specific script? If yes, what is the exact script?
- Any prior history or resoccurrence of the issue? When did the issue begin?
- Have you recently done any changes that might have caused this problem?
