Getting the Best Support
Now that we have moved into our new server and settled from hectic support request to help everyone working smoothly overall, we are now changing our support system. Please note the new system of getting the most from your support system. MESSENGER
We are glad to help you via messenger if the server should fail or your unable to reach us via email or support ticket. We will gladly assist you via messenger at any time for any reason. Please note that we may not always be available but do feel free to leave us a message. We do recommend you put in a ticket for emergancies. PRIVATE EMAILS
We will continue to decline support sent to our private emails (any email that does not consist of the domain title "hostdesign" or "designhost" center or other hosting names. This means we discourage you from emailing our ISP emails for example "bresnan, comcast, or other" due to the fact these are our private emails. We do allow you to email our ISP emails only if you are unable to reach us due to server down time. HOSTING DOMAIN EMAILS
All replies or emails sent to our hosting email will be accepted however, we do not promise quick or fast reply especially if you reply to emails with our first name in the title. Emails sent to thehosts are sent to all supports, but private named emails are not, therefore, you may not get quick response. Emails sent directly to us are considered low priority, can take up to 24-48 hours of reply depending on who it is sent to and the order of support tickets submitted. SUPPORT TICKET
We STRONGLY encourage everyone to continue to use the support ticket for many GOOD reasons! For one, if it is an emergancy one of us will likely reply to you within 12 or less hours. Secondly, if one of us is away "vacation" or other we can still access ticket support on any computer anywhere, this is not only handy for us but for you as the clients. Thirdly, replying and submitting to tickets only will allow us to recongize if all requests were answered or unanswered or if the problem is solved or unsolved. Direct replies via email, get confusing to us, as we are not always sure who replied and if the problem is resolved, we may even assume it is answered and you get no answer at all. The support tickets are still stored up to several months even after they are closed you can re-open the ticket if your problem is not solved, this let's us know what was already done to help solve your problems quicker. ADDRESS AND PHONE NUMBERS PLUS EMAIL SITUATIONS
We do have address available in the Knowledge base if you need to contact us via snail mail. We also have fax number, cell number, and other contact resources, however you must be logged in to view this information to help prevent spam both email and via phone. Thank you for your understanding why we keep this private. In addition to phone numbers and emails, note that spam is a growing problem we do often change our emails to prevent our email boxes from flooding of spam, this really decreases our ability to provide quick decent support to you. This is another reason why we discourage you from using emails and use our ticket support.
06/23/2008
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