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How to Obtain Technical Support
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Knowledge Base
To obtain
the fastest response to your support questions, 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.
Support Ticket
System
Please use
our
online support system for non
emergency support requests.
ASPwebhosting.com's standard support includes
unlimited free technical support via our online system for setup & configuration
related problems.
Customers
have the option of requesting a response from an
engineer via email or telephone regardless of geographic
location. We offer a 24 hour response time on
all non-emergency support requests but typically resolve
most issues within a few hours.
You may track your support ticket
with our
online tracking system
All email
correspondence sent to support must reference an
existing support ticket number related to the specific
reported problem.
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 and must be submitted through the
customer service interface.
Site Down
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.
Non Site Down 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. 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. 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.
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.
Telephone Support Line
US & Canada: 1.888.277.9320
International:
1.502.410.2922
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Software Development Support |
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ASPwebhosting.com provides top notch developer support
for ASP, JScript, VBScript, SQL, and DHTML which may be
purchased in advance in blocks of time at 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
rate of $135.00 per hour, with a 2 hour minimum. Please
contact our sales department for assistance with your software
development needs. |
Site Down Emergency
US & Canada: 1.888.277.9320
Option 3
International:
1.502.410.2922 Option 3
Access Online Support Center
Contact
support referencing an existing ticket
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