How To Request for Advanced Support

This article explains what Advanced Support is and how to request it for complex technical issues (such as website or email migration and restoration) that fall outside standard support coverage. It describes the steps to contact the Support or Sales team, pay the associated invoice, provide the necessary details for the request, and track completion. The article also explains how to access the Advanced Support invoice through the account’s billing history.

What is Advanced Support

Advanced Support is intended for complex technical issues—primarily website and email migration or restoration, which involve a fee—that fall outside our regular support coverage. To request Advanced Support, you need to contact our Support or Sales team.

NOTE. The Advanced Support request form in the Account Manager has been removed. All requests must now be initiated by contacting our Support or Sales team directly.

Request for Advanced Support

Step 1: Reach out to our team

Reach out to our Support or Sales team to request Advanced Support. You can do this via:

Phone
Live chat

Let the agent know that you'd like to submit an Advanced Support request and briefly describe what you need (e.g., website migration, email restoration).

Step 2: Pay your invoice

Once your request is acknowledged, the agent will generate an unpaid invoice on your behalf. You can pay it in one of two ways:

In your Account Manager — Navigate to the Advanced Support page, where the unpaid invoice will appear once created by the agent. See the steps on how to access your invoice in the How to access your Advanced Support invoice section below.

Directly with the agent — Pay over the phone or chat during your session.

NOTE. If you are unable to pay at the time of the request, inform the agent and contact us again when you are ready to proceed. The agent will provide you with a case ID for reference.

When you contact us again, please provide this case ID so the next agent can quickly pull up your request and continue from where you left off.

Step 3: Share the specifics of your request

After payment is confirmed, the agent will collect all the necessary details for your Advanced Support request. Please be ready to provide relevant information such as domain names, account details, and a description of what needs to be migrated or restored.

Step 4: Wait for your request to be completed

Once your details are submitted, your request will be forwarded to the Advanced Support team for fulfillment. You will be notified once the process is underway or completed.

How to access your Advanced Support invoice

Sign in to your Vodien Account.
Go to EDIT PROFILE, then select Billing History.
Under Invoices Due, you’ll see your unpaid invoices.
Click on your unpaid Advanced Support invoice and select Pay Invoice.
Follow the prompts to complete your payment.

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