Sales/Billing—9a-5p Pacific Time Monday-Friday (except major US holidays)
Help Desk—24/7 365 days of the year
Technical support is handled via our Help Desk and is available 24 hours a day, 7 days a week.
We guarantee our initial response time as follows and as detailed in our Service-Level Agreement (SLA). Please note that resolution time is dependent upon many factors and is not guaranteed under our SLA.
In order to maintain a high service-level for all clients, please follow the following support guidelines.
Critical Support—30 minutes or less
Critical Support tickets are reserved for true emergencies including the server is down, you are locked out of your control panel, or you are being blocked from the server. Critical Support is monitored 24/7, 365 days a year.
Standard Support—up to two hours
Standard Support tickets are for those technical issues that are not true emergencies. Standard Support is monitored 24/7, 365 days a year for Premium and Pro Accounts and from 5a-9p Pacific time for Personal Accounts.
Sales/Billing Support—up to 24 hours or next business day
Sales and Billing Support are issues that deal with sales and/or billing. Our Sales/Billing hours are 9a-5p Pacific time, Monday through Friday excluding major US holidays. If you contact us during the week, we will respond within 24 hours. If you contact us on the weekend and/or a holiday, we will respond on the next business day.
If you need to contact us by email regarding any pre-sale questions, service feedback, or any other questions or concerns, please contact us via our Help Desk.
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