How can I contact LWS sales support?

Procédure

Objective

This article explains how to contactLWS sales support at depending on your situation.
You will find the different solutions available if you are already a customer, if you are not yet a customer, or if you wish to contact a sales advisor by telephone.

Who is this documentation for?

This documentation is aimed at LWS customers as well as people who wish to obtain commercial or administrative information before or after placing an order.

Sales or administrative support can be contacted in the following situations:

• request for information on an offer, a service or an order ;
• need for clarification on pricing or to report a pricing problem;
• a question about an invoice, a payment or a double payment;
• request for a refund, cancellation or commercial gesture;
• request for a payment period or the use of a particular payment method;
• problems encountered when placing an order or making a payment;
• request for information on the money-back guarantee;
• modification of account contact details, such as email address or telephone number;
• change of account holder;
• regularisation of the account in the event of the death of the account holder;
• situation in which the service provider or person who managed the account no longer responds;
• a request relating to the administrative management of the account or verification of identity;
• problems accessing the LWS customer area;
• difficulty receiving emails sent by LWS.

If your request concerns a technical problem with an active service, please contact Technical Support.

Panel concerned

This procedure concerns :

• the LWS Customer Centre / LWS Panel for customers already logged into their account;
• the LWS site and the sites of its secondary brands for people who are not yet customers or who wish to use the contact form;
• the sales hotline for requests handled by telephone.

Prerequisites

Before you start, prepare the following items according to your situation.

If you are already a customer

• your LWS customer ID ( LWS-XXXX );
• your customer area password, if you still have it;
• useful information about your application.

If you are not yet a customer

• details of your requirements;
• a valid email address to receive a reply;
• any useful information about the service you wish to order or compare.

If you are unable to connect to your customer area

The contact form can also be used by customers who are unable to access their LWS customer area.
In this case, please have ready :

• your LWS customer ID ;
• your account contact email address
• any information that can identify your file and the problem you are experiencing.

If you wish to contact sales support by telephone

Telephone sales support is available to both customers and non-customers.

• If you are not a customer, simply prepare the relevant information about your request.
• If you are already a customer, the agent may ask you for certain information in order to verify the account, for example :
  • your LWS account ID ;
  • the account contact email address;
  • the first and last name of the account holder.

Preparing this information in advance will facilitate the exchange and processing of your request.

The different ways to contact LWS sales support

Contact Sales Support from your LWS customer area

This solution is preferable if you are already an LWS customer.
You can send a sales or administrative request directly from your account.

Step 1: log in to your LWS customer area

Step 2: Open the "Support" section at the top right of your screen.

Step 3: On the support page, click on the "Contact Support" button .

Step 4 : Select the service related to your request, then click "Next".

Examples include:

• hosting ;
• a domain name
• a service associated with your account.

Choose the service closest to your request to make it easier to process.

Step 5: Enter your message, clearly explaining your need, then click "Next".

Step 6: Select the "Sales/Administration" category , then click on "Open ticket".

Your request will then be forwarded to the relevant department.

Contact sales support using the contact form

If you are not yet a customer, or if you are already a customer but are unable to log in to your LWS customer area, you can contact sales or administrative support from the LWS site using the contact form.

This solution is particularly useful

• if you need information before placing an order;
• if you do not yet have a customer account;
• if you have lost access to your customer area;
• if you need commercial or administrative assistance but are unable to open a ticket from your account.

Step 1 : Open the Contact page on the LWS site.

Step 2 : click on the "I am not a customer" button .

Step 3: Complete the requested fields with the information relevant to your request, then click "Send".

To make it easier to process your request, we recommend that you enter :

• your name ;
• your email address
• your LWS customer ID if you have one;
• the subject of your request
• details of your requirements or the problem you are experiencing.

Request a callback from a sales advisor

You can ask to be called back by a sales advisor. The callback will take place during the time slot you have chosen, from Monday to Friday.

Step 1 : Go to the LWS telephone appointment booking page.

Step 2 : Choose an available date

Greyed-out dates indicate dates when the telephone appointment service is not open or dates for which all slots have already been reserved.

Step 3: Choose the time slot when you are available to be called back.

Step 4 : Complete the request form

The information requested is as follows

Your first and last name

Your e-mail address

Your country (and telephone number if applicable)

A description of your request

Step 5: Wait for the advisor's call

A sales advisor will call you back during the time slot you have selected, Monday to Friday.

This is useful if you prefer to be contacted at a specific time.

Check that your request has been taken into account

Depending on the means of contact used, there are several ways of checking that your request has been sent.

If you used the customer area

After clicking on "Open ticket", your request should be recorded in your customer area. You should be able to find your exchange in the support request tracker.

You will also have received a confirmation email on the LWS account contact email address.

If you used the contact form

After clicking on "Send", your request must be sent to sales support.

Check that the form has been validated and check the email address given in your request.

If you called by telephone

Your request will be taken into account directly during the conversation with the sales advisor. If the agent opens a ticket for you, you will receive direct confirmation by email. If an appointment procedure is sent by email, check your inbox.

If you have requested a call-back

Your request is taken into account once the form has been validated.

You will also receive a confirmation e-mail allowing you to reschedule your appointment for another time slot or to cancel your appointment if you no longer need it.

The advisor will then call you back at the time you selected.

Response time

Requests relating to the sales contact from the customer area are generally answered within 30 minutes of the request being opened if the customer area is open from Monday to Friday between 8am and 6pm. In the evenings and at weekends, the response time may be longer.

If you have not received a reply after this time:

• check your customer area if you are already a customer;
• check your email inbox and your junk mail;
• Make sure you have used the correct contact channel;
• contact sales support again if necessary.

Frequent problems

You don't know which category to choose

If your request concerns a quotation, an order, an invoice, an administrative question or a pre-purchase requirement, choose the "Sales/Administrative" category in the customer area.

You need technical help

If your request concerns a technical malfunction, you must go through Technical Support.

You have not received a reply

Wait for the indicative deadline, then check :

• your emails ;
• your junk mail ;
• your customer area if you are already a customer.

If you don't see a response, contact Sales Support again using the method best suited to your situation.

Conclusion

You now know how to contact LWS Sales Support depending on your situation.
If you are already a customer, the easiest way is to use your LWS customer area.
If you are not yet a customer, you can use the contact form available on the LWS site.
You can also contact a sales advisor by telephone or request a call back at a convenient time.