Creating a support ticket and choosing a priority
Quick answer
Open a ticket from Support → New Ticket in Portal. Fill in a subject, priority and description, then submit the form. Choose the priority that matches the actual impact of the issue.
Check for a known incident first: Before opening a ticket about an outage or degraded service, check System Status in Portal, under Support. If it's a known incident or scheduled maintenance, you'll get updates there without needing a ticket at all.
Create a ticket
Go to Support → New Ticket
Log in to portal.worldstream.com (the page heading here is "Service Desk") and open the New Ticket form.
Fill in the ticket
Add a clear subject, choose a priority, and describe the issue. You can also add a CC and attach files if that's useful, both are optional.
Submit the form
Your ticket is created and appears in your ticket list.
New Ticket
Service Desk → New Ticket
Choosing a priority
The New Ticket form offers four priorities: Low, Medium, High and Urgent. Priority describes the actual impact of the issue, not how urgent it feels. A question you can wait on is not the same as a service that is down, so pick the level that matches what is actually happening and explain the impact in the description.
If the situation changes while a ticket is open, for example a minor issue turns into an outage, update the ticket rather than opening a second one.
Tracking your tickets
Your ticket list can be filtered by status: All, Being Processed, Awaiting your Reply, Customer Responded, Resolved, and Closed. "Awaiting your Reply" means Worldstream is waiting to hear back from you, so check that filter if you're expecting a resolution.
Other ways to reach support
A ticket isn't the only option. Worldstream also offers phone support at +31 (0)174 712 117, and a bookable appointment if you'd rather talk something through directly. Worldstream runs its own data centres, so engineers can walk to a physical server themselves rather than depending on a separate facility operator, which matters most for anything hardware-related on a dedicated server or in colocation.