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| Updated Customer Support Procedure |
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Please observe the following steps to help us offer all our customers the best possible service available.
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| 1. Make sure you have read the relevant Section of the Online Knowledgebase found at http://www.yourwebhostingsupport.com/. If you have never set up a site or an email address, please read this information first. If you prefer a graphical explanation, use the CPanel Flash Movies below. |
| CPANEL DEMONSTRATION MOVIES |
| View flash movies explaining exactly how to use the powerful Cpanel Control Panel software to administrate your domains on our servers. 2. Raise a ticket HERE if you are on the Cpanel server, Please specify clearly your domain and the steps needed to reproduce the problem. You will receive email notifications on progress relating to your issue. In the unlikely event that the ticket system fails for some reason, call us on (02) 96318276 or 0425 336936 and we will look into it. If this ever happens it would probably be due to a problem at the data centre which would be affecting scores of web hosting companies as well as ourselves. 3. After raising a ticket, if nothing happens in an half an hour and it is important to you, try to connect with our support team via CHAT. See the icon on the Right hand Side of the Screen for Live Help. 4. If after 2 hours the problem is still not resolved, or if your site is TOTALLY unviewable, contact us by phone on (02) 9631 8276 or 0425 336 936 and we will let you know what can be done and everything we know related to your issue. |
| Priority Phone Service |
| Some business customers may occasionally need priority phone service, where we attempt to drop everything else and work on YOUR problem immediately. This service is available for an additional annual charge of $A200 per year. Please contact our sales team on 1300 763 863 if you desire this additional level of support. While most of our customers experience no difficulties during the average year, the sheer number of customers we have necessitates a priority ordering system for those cases where problems do occur. As we grow, we increase our staff numbers, but we cannot answer everyone's support questions quickly through the phone at no charge. This high priority service is now available only at an additional fee. Please understand that no web hosting company can guarantee that problems will never occur, that is why all of them have support departments. |
| Consulting Services |
| In addition to regular web hosting support which is included as part of the annual fee, Adfree Web Hosting also offers a consulting service to our clients who wish to have us develop an online presence for their business. This includes web design, web promotion through web page optimisation strategies, e-commerce setup (coming soon) and CGI programming, including MySQL and PHP/4 consulting. |
| Content Management System Consulting |
| We now have skills to offer installation and some advice concerning Content Management Systems. Phone our sales department for more information. If you are interested in these services, price is available upon application. |
