When reporting a problem to Siteligent Support, providing the right information helps our team understand the issue faster and reduces unnecessary back-and-forth.
You don't need to know exactly what's causing the problem. Just provide as much useful information as you can about what happened, where it happened, and what changed recently.
1. Tell Us Which Site Is Affected
Start by providing the affected website or domain. If the issue only happens on a specific page, include that URL as well. It also helps to mention where the problem occurs, for example:
Your public website
WordPress admin (
/wp-admin/)A specific page or post
A particular Siteligent feature
Even if you have already linked the website to your support ticket, mentioning the affected page or area makes the issue easier to investigate.
2. Include the Exact Error
Avoid describing the problem only in general terms such as: "My backup failed."
Instead, include the exact error message, status code, or log output you see.
For example, you can provide information from:
PHP Error Monitor
Debug Log Viewer
Siteligent task or update logs
Your browser's error page
If the browser displays an error such as 502 Bad Gateway or 403 Forbidden, attach a screenshot if possible.
For errors shown in logs, copy the relevant lines or stack trace and include them in the ticket.
3. Explain How to Reproduce the Problem
If you can reproduce the issue, tell us exactly what steps cause it. For example:
Log into the WordPress dashboard.
Go to Plugins → Add New.
Upload the plugin ZIP file.
Start the installation.
The server times out during the upload.
Clear reproduction steps allow our support team to follow the same process and investigate the problem more efficiently.
4. Tell Us What Changed Recently
If something was working previously and suddenly stopped, mention any changes made shortly before the problem appeared.
For example:
PHP version was changed
A new plugin was installed
A security or caching plugin was enabled
A plugin or theme was updated
A parent or child theme was changed
The website was migrated to another hosting provider
Cloudflare proxying was enabled or changed
Even changes that seem unrelated can help identify what caused the issue.
5. Attach Supporting Information
When useful, attach:
Screenshots
Error messages
Debug logs
PHP error logs
Server error logs
Relevant text files
Try to include only information relevant to the issue. Avoid sharing passwords, API keys, authentication tokens, or other sensitive credentials.
A Good Support Request
A useful support request should answer four basic questions:
Which site is affected?
Provide the domain and, if applicable, the specific URL.What is happening?
Describe the actual problem and include the exact error.How can we reproduce it?
List the steps that cause the issue.What changed recently?
Mention recent updates, configuration changes, migrations, or new plugins. Providing these details upfront gives the Siteligent Support team a much clearer starting point for troubleshooting.
Create a support ticket and include the details above so we can get started quickly.