|
24/7/365 Support
We are
proud to offer fast, friendly and knowledgeable 24 hour support to our valued clients.
Our online ticketing and tracking system provides automatic queuing and tracking of all support requests. Most support requests
are handled in less than two hours and often within 15 minutes.
VDH and Dedicated Server customers receive automatic priority
queuing for all support requests. All other customers receive
priority queuing after a ticket has been in queue for two hours.
Customers have the option of requesting a response from an engineer
via email or telephone regardless of geographic location.
Immediate telephone support is available 24 hours for any customer
experiencing complete loss of website or database services.
Immediate non emergency
support is available 24 hours for a nominal per incident fee of
$135.
How to Obtain Technical Support
Online Support
To obtain the fastest
response to your support requests, please use our online knowledge
base first. The KB is updated often and contains answers to many common
support issues. The KB is located in the Customer Service Interface.
Please use our
online
support system for non emergency support
requests.
All
email correspondence sent to support must reference an existing
support ticket number related to the specific reported problem.
Telephone
calls for non emergency technical support will incur support charges.
Please do not call our support number for non emergency support
unless you intend to purchase and pay for immediate support.
Telephone Support
If you
wish to obtain non emergency telephone support, please open a ticket
using our online support system, select telephone support and the
first available engineer will call you.
All
telephone calls for immediate, non emergency, technical support are
billable at $135 per incident with the exception of a call back
request by a system engineer or developer.
Emergency
Telephone Support
A site
down emergency is any site experiencing complete loss of website or database services.
There is no charge for emergency site down support unless it is
caused by your code.
Support Tracking and
Status
Track your support requests
with our online tracking
system.
Technical
Support
Online: online
support system
US & Canada: 1.800.431.6140
International: 1.812.759.6100
Please do not open a new
ticket to reference an existing or closed ticket. You may
email
our support group with any ticket number in the subject line for
correspondence regarding an open or closed ticket.
No
cancellation requests will be accepted via our online support
system or support staff.
Support tips and frequently
asked questions
Helpful tips for frequent problems
Standard
Support
ASPwebhosting.com's
standard support includes unlimited
free online support for setup & configuration related problems. We offer a 24 hour response time on all free support requests but typically resolve most issues within a
few hours.
Priority Support
- $135.00 per
incident
A
systems engineer will take your phone call immediately. Just say
"priority support please" and get the help you need. Priority
support is available 24 hours a day. If you call outside of normal
business hours and receive a voice mail box, leave a message and
an engineer will return your call within 15 minutes.
Software
Development Support
ASPwebhosting.com provides
top
notch developer support for ASP, JScript,
VBScript, SQL, and DHTML which may be purchased in advance in discreet blocks
of time for a 20% discount. This allows you the flexibility to purchase just the
amount of support you need while affording you the opportunity to save a
few bucks over our standard rates.
Developer
Support
$135.00 per hour (2 hour
min.)
A sales engineer will contact you within 48 business
hours to assist you with your software development needs. Call
for more details. |
