Support Sections
Sales
When you want to buy something from HostXNow and have questions about it.
Discuss future ambitions/goals and which of our solutions is right for you.
Requesting general advice, suggestions, and opinions, as well as future planning and growth
Billing
Issues with not being able to pay on time
Payment issues (overcharged, undercharged, can’t access payment systems)
Discussing payment extensions
Tech support will often pass you to this department to verify claimed services and authorise certain things.
TOS violations, penalties.
Technical Support
Problems directly related to hosting services
Hosting aspects not working (site/service down, MySQL problems, connection issues, FTP, those sort of things)
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 automatically to level 2. Level 2 then begins a more in-depth analysis of the issue.
Level 3: Issues that require detailed investigation, correspondence with 3rd party vendors, and deep technical analysis are escalated to level 3.
More than 95% of issues are resolved before they reach level 3.
General Queries
Complaints, feedback, ideas and suggestions. Or Misc questions that don’t seem to fit anywhere else.
Support Opening Times
Sales
Days: Open everyday – 7 days a week, including all public holidays
Times: 24hrs
Target Response Time: 12 hours (usually within minutes)
Billing
Days: Open everyday – 7 days a week, including all public holidays
Times: 24hrs
Target Response Time: 12 hours (usually within minutes)
Technical Support
Days: Open everyday – 7 days a week, including all public holidays
Times: 24hrs
Target Response Time: 30 minutes (usually within minutes)
Level 2 Target Response Time: 90 minutes (usually within minutes)
Level 3 Target Response Time: 360 minutes (usually within minutes)
General Queries
Days: Open everyday – 7 days a week, including all public holidays
Times: 24hrs
Target Response Time: 12 hours (usually within minutes)