For a variety of reasons we prefer support requests to come through our trouble-ticket reporting system or via email to firstname.lastname@example.org.
Primarily, the reason we prefer this method is because it provides both you and us with an audit trail of communications - so all relevant and pertinent facts can be passed on to whomever may be working on fixing your problem.
Second, having this system allows us to focus on fixing problems brought to our attention in a timely manner.
Finally, having an audit trail in place provides us with a system that allows us to objectively review the performance of our support team.
If you have subscribed to a Managed Services package then you can also contact your account representative directly.