Activating technical support on subcontacts

Introduction

In this article, we will go through the process of creating a subcontact and assigning it to a service in the Hostico client account for technical support purposes.

Requirements

• A valid subcontract;
• An active service in the Hostico client account;

Steps

After logging into the Hostico client account, go to the User section on the left side.
On the opened page, navigate down to the Associated Contacts section, then create a sub-contact using the New Contact button.

Note: If there are already valid subcontacts in the Hostico client account, the steps for creating a subcontact can be omitted

Fill in the fields displayed according to need (individual or legal entity).

Important! For sub-contacts to receive technical and commercial notifications (correspondence tickets), in the Correspondence section, the Support field must be checked, which will implicitly open two additional checkboxes:

• Isolated - Correspondence will be sent only for the service to which the subcontract has been allocated.
• Global - Correspondence will be sent for all services held in the account.

After ensuring that the subcontact is configured correctly, navigate to either the Services section (for hosting packages) or the Domains section.
Open the desired service, then in the Actions menu on the right, select the Contact Support option.

Note: If there is no sub-contact allocated to the service, the message "Disabled" will be displayed.

Following the opening of the window, the desired contact will be selected and the action will be confirmed by the "Yes" button.

Note: If you wish to modify the subcontract, you can choose another contact and then confirm the procedure.
For situations where we want to remove the contact from the service, select the Deactivate option.

Note:

• The technical support provided will only be at the level of emails (tickets), for technical/commercial inquiries via chat or phone the account holder will have to be the one contacting the support team.
• To avoid situations where the actions of a subcontractor may negatively impact the integrity of a service, we recommend that subcontracting allocation be done with caution.