• Request support by an offline method: your support provider may provide online, fax or mail access for support questions, but this is usually not the preferred means of support. If they do, you'll be in touch with either a call attendant or directly with a support technician, depending on the provider's choices. Once you are identified, you will normally receive a “ticket” identifier, identifying your problem for future calls and, hopefully, resolution.
• Most providers will request you to enter your question directly on-site. In this case, log on to the provider's site using your normal identifier, and create a new “Helpdesk > Ticket”.

more to write;