Our customer services email address is not a support address. Mails sent to that address are not responded to as quickly as support tickets, and the support ticket system is designed specifically to provide a log of the issue, where both our staff and the customer can keep track of the status of a problem.

If you wish to raise a support ticket by email, you may do so by sending the mail to either the techsupport or sales email addresses as appropriate.

Please note that when raising or responding to support tickets by email, you must send from the address you have registered with us on your client profile, otherwise it will not reach us.

Legitimate requests for support broadly fall into the following categories:

• Account is not functioning correctly and investigation and/or fix is required in order to restore service.
  
• Server software configuration or installation requests or queries, based upon specific requirements of scripts and/or other processes that customer wishes to install.
• Questions relating to the general usage of the services we provide you.
• Problems or issues relating to your client account, billing, password resets etc.

Support with installation, configuration or running of third party scripts or processes should always be sought from the developer of the script or process in question. We cannot provide either the resource or expertise to support such requests. The one exception to this is if server software is producing a specific error message when trying to run a specific process. In all other cases please initially seek support from the developer, and if subsequently it is found that a particular server configuration is required, then the response of the developer and any supporting information about that requirement should be entered into your support ticket with us.

When raising support tickets please ensure that:

• You do not raise multiple tickets for a single issue.
  
  
• You raise a separate ticket for each separate issue.
  
  
• When requesting server software configuration or installation requests, provide the full details as to why this is required, along with any supporting documentation links, so that we may assess the request properly.
  
  
• When reporting problems or errors encountered, please state clearly what steps were taken and what the resulting error or problem was. If possible, give us any information required to reproduce the error (url's, login details etc.). If you already have information about possible solutions, then include that information, but please do not raise tickets simply asking or telling us to change something. Such tickets will be closed immediately.

Please remember that we need to balance the requirements of our customers against the integrity and efficiency of our servers. Any requests for configuration changes or software installation will always be considered on that basis and if we feel unable to provide the configurations you have requested we shall always give you the reasons behind that decision.

Customers not following this policy for support requests will be referred to this doucument in the first instance, but repeated failure to follow this policy will seriously impact upon our ability to maintain a high standard of support and may resullt in account suspension or termination.

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