One of the most important factors when choosing a hosting company is the quality and availability of technical support. Statistics also show that poor support is one of the main reasons why people leave hosting providers. We aim to provide our customers with nothing less than the best technical support available.
How to Get Support
All technical support queries must be made by using our live chat system or by emailing support@oscommerce4u.com. Please review our support page for more info. We are unable to provide telephone technical support. If we feel it is necessary to discuss your problem we will call you.
Hours of Availability
Our support staff are available during normal working hours and also during the weekend. Please do not be offended if there is no technical support available during the early hours of the morning but we all must sleep at some point.
Response Times
Using the live chat system you can get an immediate response to your questions. We aim to respond to all technical support email queries within 1 hour, although in many cases our response time is much less.
Services Covered
Our support covers anything to do with our server hardware, server software, email, FTP, website, databases or server scripts e.g.
- Control Panel
- FTP
- File Permissions
- Databases
- Configuring scripts i.e. providing you with the information you need to run your chosen script on our servers.
- Your Account
- CGI / Perl / PHP scripting
Services Not Covered
We will offer help and advice on absolutely anything if it falls within our area of expertise but our support does not extend to physically doing custom programming, fixing a script you've written, fixing third party software, installing scripts for you or help on matters specifically relating to third party applications such as Mambo, Joomla, osCommerce etc. For example we cannot provide help with designing your osCommerce website or answer 'How do I do such and such in Mambo/Joomla/osCommerce' type questions. However we are happy to undertake all kinds of design, development and consultancy work if you need help with something not covered by our web hosting support policy. Please contact our sales team for a quotation.
Even if the problem has nothing to do with our server hardware, setup or software we will do our best to advise you. Some other hosting companies will flatly refuse to offer you any kind of support in these kind of situations.
Continuous Improvement
Your feedback is crucially important to us. Our feedback system gives you the opportunity to rate the service you receive from individual support staff which helps us to see how well we are doing our job.
In short we aim to provide technical support that is:
- Quick
- Reliable
- Friendly
- Helpful
We rely on the feedback from our customers to tell us how well we are achieving this so we encourage all of them to make sure they rate all the responses they receive.