Contacting Support Outside of Tickets

Primary Support Channel: Dashboard Tickets

The recommended and most effective way to contact Server Scout support is through the ticket system in your dashboard at app.serverscout.ie. This is our primary support channel and provides the best overall experience for resolving your queries.

When you create a ticket through the dashboard, you'll receive an immediate response from our AI support bot within approximately one minute. The bot provides relevant knowledge base articles and troubleshooting steps based on your specific issue. If needed, tickets can be escalated to our human support team, who will review and respond within 24 hours during business days (Monday to Friday, Irish timezone).

Alternative Contact Methods

Email Support

If you cannot access your dashboard for any reason, you can email our support team directly. Your email will automatically be converted into a support ticket, ensuring it enters our tracking system and receives proper follow-up.

This email option is particularly useful if you're experiencing login issues or if your account has been suspended for some reason.

What's NOT Available

It's important to understand the support channels we do not offer:

• No phone support - We do not provide telephone support for any issues
• No live chat - The ticket system is our only chat-based support channel
• No social media support - We do not handle support requests through direct messages on social media platforms
• No weekend or holiday support - Human support responses are only available during business hours, Monday to Friday

Why Tickets Provide the Best Experience

The dashboard ticket system offers several advantages over other contact methods:

Immediate AI Assistance

Our AI support bot responds within approximately one minute with relevant troubleshooting steps and knowledge base articles. Many common issues can be resolved instantly without waiting for human intervention.

Full Server Context

When our human support team reviews your ticket, they can access your server metrics, configuration details, and monitoring data. This context allows for much more accurate and targeted assistance than would be possible through email or phone support.

Complete Conversation History

All communication remains in one place, providing a complete record of troubleshooting steps, solutions attempted, and final resolutions. This history is invaluable for tracking recurring issues or referencing past solutions.

Status Tracking

Tickets provide clear status updates throughout the resolution process, so you always know whether your issue is being reviewed, in progress, or resolved.

Escalation Path

If the AI bot cannot resolve your issue, tickets can be seamlessly escalated to human support without losing any context or requiring you to repeat information.

General Enquiries

For non-support matters such as pre-sales questions, partnership enquiries, billing queries, or other general business communications, please use the contact information provided on our main website at www.serverscout.ie.

These enquiries don't require the specialised monitoring context that our support ticket system provides, so standard business communication channels are more appropriate.

Getting Started with Support Tickets

To create your first support ticket, simply log into your dashboard at app.serverscout.ie and look for the support or help section. The AI bot will guide you through describing your issue and will immediately begin providing assistance.

Remember, our AI-first approach means you'll often receive helpful information within a minute of creating your ticket, making it faster than traditional support methods for many common issues.