|
Support Options
-
Client Centre
-
IM Support
-
Email Support
-
Support SLA
Related Links
- Submit Ticket
- Knowledgebase
- Server Status
-
Outage Reports
-
Maintenance
|
 |
|
|
Customer
Support
We take customer support very seriously. We
believe in getting it right from the start.
Support is every bit as important as the service
itself. We start with the basics, employing
staff that are both polite and knowledgeable
with all common issues and queries. We then
build upon this foundation to ensure we provide
the very best support to our clients that we
possible can. In January 2008, we launched our
brand new WirralNet Client Centre that is based
around offering our clients the very best
support possible:
WirralNet Client
Centre (Strongly Recommended)
The WirralNet Client Centre is a web
application that is dedicated to serving client
support requests. It is by far the most
efficient way of gaining support. We aim to
reply to all tickets within 12 hours with our
average being under 30 minutes.
Client's can also find a knowledgebase full of
information, dynamic current service status,
helpful free utilities to download and use
alongside service's we offer, the ability to
upgrade/downgrade their shared and reseller
hosting accounts instantly, as well as all
previous invoices and the ability to view their
most recent invoice(s) and make payments etc...
IM Support
We offer support via various Instant Messenger services and
this is usually available for approx 12 - 16
hours per day. However, for accounts and billing
queries this is not always the best method as we
do not share any personal client information or
passwords over any Instant Messenger services for security reason.
Email Support
We no longer officially offer or promote the use of email support due to its inefficiencies in comparison to the support ticketing system offered by our client centre. However, we do recognize that some clients do prefer to use email for customer support and therefore we do still accept and respond to email support requests. However, email support is not recommended in any circumstances where there appears to be a critical issue with a service. |
|
|
|
