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Frequently Asked Questions
How quickly do you respond to support requests?
We aim to respond to all support requests within 24 hours during business days. Critical issues are prioritized and typically receive a response within 2-4 hours.
What information should I include in my support request?
Please include as much detail as possible: error messages, steps to reproduce the issue, affected systems, and any recent changes to your setup.
Do you offer phone support?
Yes, phone support is available for urgent issues and existing clients. Emergency support is available 24/7 for critical system failures.
Can I track the status of my support ticket?
Yes, you'll receive email updates on your ticket status. We also provide a ticket reference number for easy tracking and follow-up.
What types of issues do you support?
We provide support for all our services including network issues, hosting problems, email setup, domain management, and general IT consulting questions.
Is there a cost for support?
Basic support is included with all our services. Extended support hours and on-site visits may incur additional charges depending on your service plan.