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In web hosting industry, support in English and using email/ticket system is the standard. Phone support is a mess. I don't know any serious company doing support by phone, and if it be available, I would not use it. If you are involved in web hosting industry: - improve your English - learn how to manage support request in a written form It will be a good thing both for you and for your customers. To answer to your question: "allgemeine emails" means "All account-related emails": so any message whose template you can find in admin/configemailtemplates.php in the section "general messages".