If you run into an issue or have a question that isn’t answered in the Knowledgebase, KellerNetwork Support is here to help. Knowing when to reach out and what information to include helps us resolve your request faster and more accurately.
When to Contact Support:
• You can’t log in to your Client Portal, Virtualmin, or Webmail account.
• Your website or email appears offline and you’ve confirmed it’s not a browser or network issue.
• You need help restoring a backup or troubleshooting a configuration error.
• You suspect unauthorized access, phishing, or any security-related concern.
• You have a billing, renewal, or service-upgrade question.
Information to Include in Your Support Request:
• A clear description of the issue — what happened, and when it started.
• The domain, email address, or service affected.
• Any error messages or screenshots (if available).
• Steps you’ve already tried to fix the issue.
• Whether it affects one user, multiple users, or your entire account.
• For urgent issues, include the word “URGENT” in the subject line.
How to Contact Support:
• Through the Client Portal: Log in at https://kellernetwork.com/portal/ and open a new ticket under the Support tab.
• By Email: Send your message to support@kellernetwork.com — your ticket will be created automatically.
• You’ll receive an email confirmation once your ticket is logged and assigned.
Tips for Faster Resolution:
• Include as many details as possible — it helps us reproduce and diagnose the issue.
• Keep replies within the same ticket thread so we can track progress easily.
• Avoid submitting multiple tickets for the same issue — duplicates can slow down response time.
• Always update your contact information in the Client Portal so we can reach you if needed.
