Frequently Asked Questions
No. We provide support primarily through the ticket-based issue reporting system on our site and through our forums.
Providing good-quality telephone technical support is very difficult and expensive. Since most of our members don't use support and, more importantly, don't want to pay for support they don't use, maintaining a telephone support option for the few people who would use it is not economically feasible. We also have a moral objection to call centers; anyone who has ever seen, run, or interacted with one knows that that's no way to treat human beings, regardless of which side of the phone they're on.
Most companies as small as ours that offer telephone support do so by outsourcing it. We looked into that, and it's a very cost-effective approach, but the result is moderately awful; it still involves call centers, and it fills them with people that have little to no knowledge about the specific system they're "supporting." When a call comes in, their screen flashes up with the name of the company they're supposed to represent, and since they know little to nothing specific about the company or how its systems work, pretty much all they can do is search the FAQ and read entries to callers in the hopes that they find the right one. While that works in a lot of cases, it wouldn't work here. Soul destruction aside, our members are smart, motivated and tend to have a lot of experience; if their questions are in the FAQ, they typically prefer to find and read what they need for themselves.
However, there are web-hosting companies that do a great job with telephone support, especially for new customers and people inexperienced with web-hosting. If that's something you're looking for, you may find that one of those companies is a much better fit for your needs than we are. And although they may be considerably more expensive, the extra investment is often well worth it if that type of extensive assistance is something you expect to use frequently.