Prior to posting a website down ticket from your Help Desk it is recommended that you test the connectivity between your computer and the server hosting your account.
Open your favorite terminal emulator and execute the following command in order to ping your website:
ping -c 4 my-domain-name.com
Please do not forget to replace my-domain-name.com with your own domain name.
As soon as the command finishes, copy the results and paste them into the corresponding ticket form. Now, you will need to execute the traceroute command:
Please submit these results to the same ticket form. Once you have submitted both the ping and the traceroute command results, you can proceed with posting the site down report.