Support Procedures

MANAGED SERVER, DEDICATED SERVER, CO-LOCATION AND BUSINESS WEB HOSTING CUSTOMERS
1. Log a ticket immediately upon discovering a problem - do not wait!
2. If you have an emergency situation, you may want to call your assigned emergency contact(s) as well. However, a ticket must always be logged, regardless.
3. Multiple staff members are notified when a ticket is received. At least 1 admin is available 24x7 - expect an email or phone response to your ticket within the hour (internal response time is often less than 5 minutes)


ENSURING A TIMELY RESPONSE TO YOUR TROUBLE TICKET
1. Include your first & last name, company name, a phone number(s) where we can reach you.
2. Include a detailed description of the problem, and any other information that may be useful.
3. Don't leave out critical details, that may needlessly delay an effective response.