1. Ticketing System
Our primary support and inquiry means is through our ticketing system. This can be accessed by logging into the client’s Account Manager, or by sending email to our appropriate addresses. Our ticketing system assigns ticket ID to keep track of each email and resolve the issues systematically and in a timely manner. We also urge our clients not to submit multiple tickets of the same nature as this will creates confusion and may slow our team to resolve your issue. If you need to append or add more information relevant to the existing issue, you can do this by replying to the same email/ticket ID created by the ticketing system.
Before you send any email, it would be a great help if you include account information such as account holder’s full name, domain name, IP address and any relevant data. With these in mind, we already resolved the issue of going back and forth that might cause delay.
2. Telephone and Chat
We also offer telephone and live chat, though you should only use this means for quick questions.
For general inquires we would prefer that you submit a request via our ticketing system.
3. Technical Support Operational Schedules
Telephone Support – Monday to Friday 7am to 4pm Philippine Time (GMT +08:00)
Email Support – 24 Hours A Day, 7 Days a Week
For emergencies please email us at firstname.lastname@example.org
4. Billing and Sales Operational Schedule
Monday-Friday 8:00AM – 4:00PM Philippine Time (GMT +08:00)
For billing/dues falling during weekend, we advise that you settle your invoices early.
5. Ticketing Que System
Tickets are received in a first come first serve basis. Sending multiple tickets will not only slow down our support team but will also create confusion so we ask you not to send multiple tickets of the same nature.
6. Emergency Issues
Issues such as outages are given the highest priority, while request with less sensitivity are given normal priority in the Ticketing Que.
7. Issue Resolution
Most issues are resolved within 24 hours. Unless otherwise stated in your ticket for a time sensitive issue, we will do our best to resolve this.
8. Abuse and Courtesy
It is our oath to display courtesy, professionalism, and provide technical solution that is accurate to meet your support needs. We also understand how frustrating technical problems can be at times. That is why we ask you treat us with respect and we will return the courtesy. Our goal is the same as yours, resolve the issue the in the shortest time possible.
Any verbal or email abuse of any form towards our company or employees will not be tolerated. You are expected to request and respond to support and other issues in a professional manner. Please refrain from using caps, exclamation and other forms of written yelling, cursing or further intentional and disruptive behavior when corresponding with the company or any of our employees. Abusive behavior shall be considered a violation of this Support Policy and Acceptable Use Policy and will be subject for account suspension or termination.
Any threat, whether verbally, orally, written, or delivered by second parties directed towards the company or any of it’s employees, partners, equipment, and concerns shall be construed as a violation of this Support Policy and Acceptable Use Policy (AUP) which is subject for account suspension or termination.
9. Changes in the Policy
We reserve the right to modify or update contents contained herein and all applicable policies anytime without prior notice.
We reserves the right to modify this Support Policy and the Acceptable Use Policy (AUP) at any time without prior notice. The client or it’s assigned personnel, staff, agent, 3rd party contractor or invitees is responsible for the use of the services subscribed whether the mentioned users use is with or without the consent of client.
We can also require a signed copy of this documents.
Last Update: November 05, 2013