Procedures:
Here is the process when submitting a ticket. To contact Customer Technical Support, you need to create an account.
1. When you open a new ticket, choose the department that best relates to your topic. On any given day, especially over holidays, we engage offsite contractors as part of our Technical Team to respond to Help Desk inquiry tickets. (These are highly skilled professionals, including programmers, designers and writers that have known for a number of years.) Please describe your inquiry as completely as possible. If you have a technical question, our technicians must be able to recreate your issue before it can be diagnosed and advice offered.
2. Create descriptive subject lines, so it's easy to locate your inquiry when you receive a reply.
3. Choose the urgency of your questions and the reply needed.
4. Use the same Help Desk ticket [number] to follow that inquiry through. Don't start a new inquiry within that same ticket unless it's on point. Don't start a new ticket when one is already open for the same subject.
5. Open a separate ticket for each subject so that a history can be established and each inquiry or report can be responded to timely and then closed. (only the support team can close tickets - we remove tickets after 15 days of inactivity)
Please do rate the service you receive so we can work to improve our customer services for you. This provides another way to moderate whether we are providing you with the service and support we promised.
If at any time you are not completely satisfied with your hosting and hosting services you receive, we promise to do all we can to rectify the situation. So please submit your feedback. Thank you. |
