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Technical Support
Support Policy
Telephone support is available from 8am to 5pm Monday through
Friday (PST), however it is reserved for emergencies and
critical issues. Examples of critical issues, are non-responding
websites, or downed servers. All other issues must use the
support ticket system. The support ticket system may also
be used for emergency and critical issues outside the telephone
support window.
For all non-emergency support issues, please submit a support
ticket. Our support staff replies to all tickets as quickly
as possible and will follow through until your issue has
been resolved. Standard response time is within 4 hours,
but most issues are generally answered quickly. Tickets are
generally answered in the order in which they are received,
however, please make sure to include your domain name, username,
password, as well as a detailed explanation of the problem
or question you have. This detail allows our support staff
to answer your questions faster.
Any non-critical issues may be escalated by phone if you
have an open ticket that has been unresolved for at least
4 hours. Please have your open support ticket number for
reference prior to calling, your support representative will
need it to access your information quickly.
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