Written by the people who fixed it
Notes from the desk
When the same problem arrives for the third time, somebody writes it up. No product announcements, no filler, just the explanation you would have got in a reply.
Earlier notes
Getting helpEmailHow the desk worksDNSWebsitesOnboarding
- A DNS change stopped your email: what broke, and how to get it back Somebody moved the website and now nobody can receive mail. This is what DNS actually did, why the outage is invisible from your own laptop, and the six things to check before anyone starts changing records again.
- How a handover actually runs, from the first list to the day you own it Onboarding goes wrong in the same three places every time, and none of them are technical. Here is what the desk asks for and why, what happens while you are not watching, and what sign-off should actually involve.
What gets written up here
- Only problems that have arrived more than once. If it happened to you it has probably happened to somebody else, which is the whole reason for writing it down.
- Written by whoever actually fixed it, in the same plain language the reply would have used. No case studies, no invented customers, no names attached to anybody's outage.
- New notes appear in the RSS feed as they are published. There is no mailing list, because this desk does not want your address for anything other than answering you.
Your problem is not in here?
Then send it in. Half of these notes started as somebody's email on a Tuesday morning, and the reply you get will be written for your situation rather than the general case.
Email the desk
support@ghlcustomercare.com Monday to Friday, 9am to 6pm