How does your technical support work?

Help Desk

The Help Desk is where you submit your support requests. It's in your members' area. We run a ticketing system, so if we refer to the word ticket, we are referring to an incident report you've submitted. 

When we receive a ticket, our Customer Care Specialists are informed and they start working on your ticket. 

When submitting tickets, it's important to include as much information as possible to ensure that we can duplicate the issue you are facing. Any information that may be lacking could potentially increase the response times you will receive. 

If you can't get in to the Help Desk for some reason, or your members area, you can always get in touch with us here


Call Backs

Approximately 95% of all issues can be dealt with quickly via our Help Desk, however, there are issues that require more attention than others. To our higher level customers, we provide a limited number of call back support requests. We use SkypeTM in most part as it is free for our users and it's used pretty internationally! 


Consultations

As you grow, questions may arise that you'd like to discuss, over voice, with someone who knows their way around servers and network infrastructure: 

• Moving your server inter-host?
• Not sure what something is on your server?
• Don't know what hardware to use?
• Want to upgrade services but not sure what's the best?
• You think you've been hacked?
• Want to change hard drives?
• You simply want to know the straight facts about what's what? 

We're here for you. You're paying us good money, so we'll consult with you if you need it. If you have a technical question that you're unsure of, we'll do our best to help. If we can't help, or it's unsupported, we'll do our best to find you someone who can. 

We know many people in the industry and our job is to make your life easier. 

What's on your mind?  Let us know!

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