This article details the scope of support we provide for our hosting products.
Our support team is manned 24 hours a day, 7 days a week. You can raise tickets with our support team with an average response time of around 20 – 30 minutes. Please note, some enquiries may take longer to investigate, and we do have busier periods where delays may occur so your patience is always appreciated. Urgent support tickets will always be treated as a priority.
You can raise a ticket with our support team by logging in to our client area, then clicking Support > Open a Ticket.
Alternatively, you can email directly at the following email addresses:
– Pre-Sales Quries
– General Sales / Product Advice
|Accounts and Billings|
– Billing Enquiries
– Domain Registrations and Renewals
– Licensing Enquiries
– Partnership Enquiries
– Account Upgrades / Downgrades
– Urgent Enquiries
– Performance Diagnosis
– DNS / Email Enquiries
– Any Technical Assistance
– cPanel/Website Migration Enquiries
Our live chat facility is available from 09:00 till 22:00 on weekdays, and 10:00 till 18:00 on the weekends (only for technical support).
Please note that the chat facility is a ‘conversational platform’ as opposed to ‘live chat’, and is available for your convenience. As such, immediate responses cannot be guaranteed as the team are strictly advised to deal with support as a priority over chat in all cases, to ensure that urgent requirements are being attended.
Chat support is not to be used for urgent enquiries. Anything urgent must be raised through our ticket system.
Also note, that the live chat must only be used for general support, as opposed to anything which requires changes or access to your account, or anything which requires any level of investigation. For this, the support ticket system is recommended, to ensure we maintain a central audit of any work carried out.
Our phone support is available exclusively for our Premium Hosting (Unlimited Hosting and WordPress Hosting) clients and is available during PAKISTAN working hours.
We also offer our clients WhatsApp Support. It also can be used for general support. Contact us at +923411149944 for WhatsApp Support.
- We will assist with issues related to the security, stability and performance of our hosting platform.
- We will assist with providing guidance on how to make use of the hosting platform and may point you to relevant articles within our knowledgebase (or externally).
- We provide a self-managed backup facility, JetBackup, however, we are able to help with restorations should you be unable to for any reason. Please note that backups are a courtesy service, and cannot be guaranteed.
Note: Please note that we do not provide support for the following:
- PHP or code related errors or queries.
- Diagnosis of PHP related errors.
- Assistance with WordPress, or any other application hosted on the platform.
In all other cases, we will do our best to help. This may mean pointing you at a knowledge base article, or other external support material, or in some cases advising that you seek the assistance of a developer.