| General Procedure
To make sure that you get the instant and
hassle free support which we intend to provide you
with, each customer is required to follow certain
procedure:
- It is highly recommended that first you check
for solution of your problem in our online documentation,
knowledgebase & FAQ articles before you
proceed for our assistance.
- If no solution is found then open a support
ticket by sending an email to support@hostingcontroller.com
or visiting
HC Support Center.
- Under standard support, response time for
each ticket is within 12 hours. This response
gives you an update on your opened ticket but
does not always imply that the mentioned problem
is also fixed in 12 hours. Rarely, it may happen
that reported issue is a critical bug; to deal
with that bug our development team also needs
to be involved, which may take longer than 12
hours.
You may also require giving your HC Control Panel or Server access to our support team so they can troubleshoot the issue and provide solution is promptly manner. This helps us to avoid exchanging emails back and forth.
|
| |
| Technical
Support Terms & Conditions |
| As
we’re offering standard support to all those HC
customers with valid SSUP from all over world, this sometimes
makes our job difficult to keep up with customers’
requests coming round-the-clock. To continue offering
top-notched world-class technical assistance which we’re
carrying since inception, we’ve decided to cease
support for any customers who don’t follow moral
code of conduct. Hosting Controller technical center reserves
the right to cease support temporarily/permanently depending
on offense made by any offender who abuses this service
by wasting valuable time of support engineers. |
| Hosting
Controller reserves the right to temporarily or
permanently terminates support services on any of
following reason: |
- Opening non-HC related issues on tickets.
- Opening multiple tickets on same issue.
- By not following instructions given by Support
in previous tickets.
- Repeating same question again and again on
tickets.
- Cursing or using racial remarks.
- Abusing technical support (email ticketing)
services by intensively using it on issues which
are already open with support team.
- Negating previous warnings given by support
on any subject.
|
| Tickets
opened under standard support plans are replied
within 12 hours and any customers interested in
fast response is requested to buy priority support
plan, http://www.hostingcontroller.com/english/support/Priority-Support-Control-Panel.html
|
| *All
priority support plans are entertained once our Sales
team verifies the initial order. |
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