InnoHosting
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Knowledgebase
Getting Support
Posted by on 26 April 2012 09:01 PM

Support Sections

General

General is to be used for any ticket that is not specific to any other department. More specifically:

  • General questions about End User Support and the provided software
  • Questions about RapidSSL certiificate
  • Requesting general advice, suggestions, opinions as well as future planning and growth
  • Questions on domain reseller
  • Forum access issues
  •  Misc questions that don't seem to fit anywhere else

Technical Support

  • Problems directly related to hosting services 
  • Hosting aspects not working (site/service down, mysql problems, connection issues, FTP those sort of things)
  • No help for End user support and related, domain reseller, RapidSSL (unless it is an installation) and the like.
  • Site restorations

Escalation Tickets with technical support follow a logical workflow process.

  • Technical support: Considered as level 1 support. Basic issues and initial troubleshooting is handled at this stage.
  • Level 2: Issues that level 1 staff do not consider to be level 1 will be escalated automagically to level 2. Level 2 then begin a more in depth analysis into the issue.
  • Level 3: Issues that require detailed investigation, correspondence with 3rd party vendors and requiring deep technical analysis are escalated to level 3.

More than 95% of issues are resolved before they reach level 3.

Sales

  • Obviously, when you want to buy something from InnoHosting and have questions about it.
  • Discussing future ambitions/goals and which of our solutions is right for you.

Billing

  • Issues with not being able to pay on time
  •  Payment issues (over charged, under charged, can't access payment systems)
  •  Discussing payment extensions
  • Tech support will often pass you to this department for verification of claimed services, authorisation for certain things.
  • ToS violations, penalties.

Complaints/Feedback

  • What you believe we haven't done right
  • What you believe we have done right 
  • Ideas and suggestions

Migrations

  • Strictly for managed migrations 
  • No tech support requests, sales requests, billing requests.
  • No troubleshooting for after migrations

Support Opening Times

General

  • Days: Monday to Friday
  •  Times: 9am to 9pm GMT
  • Target Response Time: 12 hours

Technical Support

  • Days: Open everyday - 7 days a week including all public holidays
  • Times: 24hrs
  • Target Response Time: 30 minutes
  • Level 2 Target Response Time: 90 minutes
  • Level 3 Target Response Time: 360 minutes

Sales

  • Days: Monday to Friday
  • Times: 9am to 9pm GMT
  • Target Response Time: 12 hours

Abuse

  • Days: Monday to Friday
  • Times: 9am to 9pm GMT
  • Target Response Time: 24 hours

Billing

  • Days: Monday to Friday
  • Times: 9am to 9pm GMT
  • Target Response Time: 12 hours

Complaints/Feedback

  • Days: Monday to Friday
  • Times: 9am to 9pm GMT
  • Target Response Time: 24 hours

Migrations

  • Days: Monday to Friday
  • Times: 9am to 9pm GMT
  • Target Response Time: 24 hours

Best Practice For Submitting a Ticket

When submitting a ticket, please follow the below best practice policy:

  • Keep each ticket limited to 1 issue/request. If you include more than 1 issue for each ticket, we may only attend to the first request.
  • Provide detailed replication instructions. The best way for us to troubleshoot is for us to be able to experience the same issue first hand
  • Include any log files you have access and any supplementary information that you feel is relevant.
  • Keep the information relevant. Do not include background information if you do not believe it will help with the issue.
  • Be courteous and patient. Some issues may take longer than others. Please be patient and courteous to the engineer handling your ticket.

Submitting an Emergency Ticket

All tickets are handled with the same priority. Prefixing your ticket subject with "URGENT" will not mean it will be handled with any urgency. All tickets by default are set to "Medium" priority and work on a queue based system with the ticket unanswered the longest receiving priority. Responding to the ticket will reset the due time and hence push it to the back of the ticket queue - it is advised you don't bump tickets as it will simply push it to the back of the queue

All our systems are properly monitored and often more than 1 staff member will read your initial ticket. If we believe there is an urgency, we will give priority to the ticket regardless.

Because technical support tickets are answered typically within 30 minutes, any issue regardless if it is urgent or not is handled promptly.

If you believe your issue is urgent, then please call InnoHosting by telephone letting us know the urgency for immediate assistance.

Support Methods

InnoHosting has made it easy for the customer to contact us. You can contact us by telephone, live chat, snail mail and ticket (email). We always recommend submitting a ticket before initiating any other contact method.

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