You won't find better customer support anywhere. We do not subscribe to call centers. We are a small business, so you have personalized support from our staff. We have a highly qualified technical support team of experienced engineers that answer questions, resolve any type of server issues and provide competent consultations on upgrades. You work with these experts in a virtual environment through our Help Desk.
General Sales Inquiries, Customer Questions and Technical Support
1. Use the Help Desk for general sales, customer service and technical support
2. Keep up to date with server announcements
3. Browse the knowledgebase for articles
4. Review support tickets
5. Download files
Help Desk is available non technical requests (such sales inquiries and explanations of features). Registration is not necessary for sales inquiries.
Help with technical issues regarding your server functions, such as your control panel, FTP or help with Web Buils is also available for registered customers. It's really a simple process and many customers tell us that after using the Help Desk, they wouldn't want it any other way.
General Support Services
Ticket-Based Technical Support System
We process all incoming support requests utilizing an online ticket-based system known as our Help Desk. We understand that new technologies can be a challenge and even frustrating. We do our best to explain and provide support. Here is a brief overview about using the Help Desk.
Departments
Help Desk is divided into Departments to help direct your inquiry and provide you with a fast response to your inquiry.
Knowledge Base
We add information to the Knowledgebase that we hope you find beneficial. Search the Knowledgebase to find answers quickly.
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.
Promise
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.
