Frequently Asked Questions

Our member interface includes a feature called a "Secure Support Request" which you can use to submit requests for assistance, or if you need us to do something related to your service. We also accept support requests via email for general questions that do not require us to verify your identity or to do something that would affect your hosting. We do not offer telephone support.

We know what it's like to get miserably bad customer service, and we have set up our system based on those experiences. Here are a few examples.

• We answer questions quickly, usually within two hours during the day (10am to 6pm Pacific Time Monday through Friday, and 12pm to 4pm Saturday and Sunday), and often within minutes.
• If we need to research the answer to your question (within reason) we will.
• We never cut-and-paste "canned answers" that may or may not address the question you actually asked. (Though if you ask a question covered in our member FAQ and don't indicate that you read it, you may be gently directed to it.)
• During serious network outages where individually answering a large number of problem reports might be counterproductive compared to actually solving the problem, we open a single "System Problem" issue instead, which is visible to all members from the support panel in our member interface, and we update it frequently.
• Member support is a single point of contact, whether for sales, billing, or technical issues. You will never be transferred, told, "I can't do that from my computer," or told to send your request to a different department.
• Don't be surprised if you write in for support a second time, and we remember you from the first time. We are not interchangeable parts, and neither are you.
• Our whole business model is based around the idea that our success depends on that of our members. Can you think of a better reason to do a good job with customer service?

We also maintain a detailed technical FAQ for our members as well as Member Forums populated by some very, very smart people.

For more information about the extent of the technical support we provide, please see this related FAQ entry.