If you have used our support ticket system I am sure you are aware that we are now offering full 24x7 hosting related support through our helpdesk. What you may not be aware of is that we are also offering 24x7 phone support.

If your phone call inquiry will take any troubleshooting to resolve, a ticket will be created for you in our helpdesk and our staff will investigate and communicate over email. We are pleased to offer this as an enhancement to our support solution.

There are a few notes we would like to make in regards to support requests. We wish to make your support experience as productive as possible and by knowing a few things in advance you can help us with this.

Be as detailed as possible

When submitting a ticket please include all the information that you know so that we can troubleshoot the problem. It will help us if you can provide any error messages, email headers, etc with your initial correspondence with us. If there is information that we need from you and you are able to provide it right away this will reduce the amount of time we spend corresponding back and forth.

We are your hosting company

Each month we receive support requests that are unfortunately beyond our control. When submitting a support request keep in mind that we are your hosting company and we do not directly support any third party programs that you may install on your account. Some examples of these types of programs are Joomla, PHPBB, Invision, TNG, Mambo, etc. Each of these and the myriad of other companies that make these products have a support avenue that can assist you with specific program related issues. It is not that we do not wish to support the specific programs you install but it is really beyond our expertise and we would be doing you a diservice by answering support requests for these programs.