For a hosting company the support team is crucial to keep the business going. And until recent we had a separate (smaller) support team that was handling customer requests, while another team was handling platform developments and maintenance. We soon realised that for a better understanding of our customer needs, all the technical members of our team should be in direct contact with our customers.
This is why we're very proud to have the entire engineering team doing customer support, including our founders and CEO.
While we tried different types of doing support over the years, we finally ended up handling all requests via e-mail and for that we need to thank the wonderful team at frontapp.com.
Therefore the main contact method for support is by e-mail to firstname.lastname@example.org.
Our business hours for support are Monday-Friday from:
You can expect a response time under 30 minutes for a request during our business hours. Outside business hours we only treat emergencies and for this please read on.
We consider an emergency when a site is down, its
wp-admin is down, or when something is seriously wrong with the site (e.g. white pages, missing or scrambled content etc.).
In such cases please use the following contact methods, available 24/7:
urgentin the subject line.
We kindly ask you not to abuse these emergency contact methods unless you have a real emergency.
Note: we're using permanent 3rd party monitoring of all frontpages and
wp-admin areas for the sites we host. Each time an alert is triggered, it automatically becomes a support request that is handled with priority by our engineering team.
We offer support to the site owner and other co-workers and developers that are specifically requested to have access to the site code and support inquiries. In case we're receiving support requests from other e-mail addresses, we redirect the requests to the site owner and ask for permission to carry on with the support requests.
When adding dedicated support to the mix, you start getting: