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| More important than technical support, is technical support that can actually understand what you are asking for and properly answer your questions. We have designed our support section to deliver top quality support when it's needed, it's like having your own personal account manager. We believe our approach offers the best balance between high availability and real in-depth quality of response. |
Tier 1 is for critical issues, like a site being down, and is a 24/7/365 service. Vital server services are constantly being monitored by datacenter staff on a three minute cycle, so if a service stops it should be restarted quite quickly without needing any further intervention. However if you do have an urgent issue our on-call staff will deal with it right away for you, anytime.
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Tier 2 is for normal support issues and runs 8am-midnight Pacific time, 7 days a week including weekends and holidays. During that time you have access to a highly experienced technician, who is in direct control of your server and understands the unique features of your store.
Tier 3 is for everything else, billing, sales etc and is covered over the same 16/7/365 hours as Tier 2 but as a second priority.
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We try to keep support issues confined to a ticket system, which ensures the client is authenticated and each case is properly queued and documented. We may request to call you back on occasions, if the problem is such that we are having difficulty resolving it via ticket. You can open a support ticket anytime from within our customer Service Center. Most issues are resolved within 2-3 hours.
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