Support Via E-Mail

For those that prefer the convenience of e-mail to our help desk system, we're happy to provide assistance via e-mail. You will find our available support e-mail addresses below.

Our expected turnaround time for questions via e-mail is 8 hours. For urgent issues, we strongly encourage the use of our help desk system for a more immediate response (currently averaging ).

So we may best assist you with your support issue, we ask that you use the following guidelines when sending e-mail to support for help:

• If you are experiencing an odd software glitch or issue with your connection to e-mail or FTP, please reboot your computer and reset your internet connection before contacting support. Many times these minor issues can be resolved by restarting your PC.
• Include as much information as possible in your ticket. For example, if you are unable to check e-mail on your hosting account you may want to include the username that you are unable to check, what e-mail software you are using, and who your internet provider is.
• Use a subject line that is applicable to your request. Instead of a subject line of "help" or "ftp", please use something more descriptive such as "Unable to Log in via FTP".
• Always include your domain name, your real name, and a valid return e-mail address in your e-mail; if we cannot contact your or find your account, we might not be able to help!

Two e-mail addresses for our support team are available:

• 
  E-Mail sent to this address from your registered (in our client area) e-mail address will be automatically imported into our help desk system. This allows you the convenience of e-mail for opening and replying to a ticket - but the tracking and response time of our help desk system.
• 
  This address should be used if you wish to avoid the help desk system entirely, or are sending an e-mail that would not be processed properly by the help desk system (for example, an e-mail with imbedded images or a large attachment).

While we make every effort to answer each and every e-mail our customers send to us, we cannot guarantee support responses via e-mail due to the number of factors involved in e-mail delivery (viruses, spam, other companies servers). If you do not feel you are receiving the assistance you need via e-mail, or are not receiving any response to your request - we ask that you file a help desk ticket for a guaranteed response.