Website not Displaying

Client calls in and says my website is not displaying.

Check admin to locate the website if the site is not hosted with us the client will have to contact the company hosting there site.

Test the site on our side.
-If the site loads please refer to troublshooting adsl and dns.
-If the site doesnt load on our side....

Is there an error? if yes please click here
if no please follow the below steps.

Ask the client if they have been making recent changes to the site or working on it.

If yes confirm the changes made and if you are unable to assist the client with sorting out this issue,depending weather this is urgent or not you can proceed with either 1 of two steps, Urgent issue you can assist with restoring backup files from attix5 backups or you can log a call with our second line support staff to assist with the issue which does take more time.

If the client has not made any changes pease proceed as follows.

1. Open a new ticket and inform the client that we will be investigating this query and will respond to them within the next 3-4 hours or this call may be escalated to a secondline support staff to investigate which may take up to 24hours for a response.
2. Confirm the server is up and running by pinging and confirming with other staff members that they have not been working on it or if there are any issues with the server.
3. Check with the admin staff that they have not been doing any suspensions.
4. Check that the domain hasnt expired or hasnt been paid either check on the relative site eg co.za ,dollardomainname.com etc or ask an admin staff to assist.

If you are un successful with any of the following steps and have consulted your senior staff in the office to assist you will need to escalate this to a second line support staff and inform the client that this has been done.(keep the client updated)