Support Tickets and Support Departments
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Friday, 19th January, 2018
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13:44pm
Please note that we have cleaned up some of our support departments and clarified the use of each department.
pre-sales support department: only for pre-sales questions and general information about our services.
Sales Related Questions: Sales/Finance Department, (sales/invoice related questions)
Hosting Support [5x8]: For all questions which do not need 24x7 attention. (no sales/invoice related questions)
Hosting Support [24x7]: 24x7 support questions (no sales/invoice related questions/non urgent network related tickets)
Hosting Support [NL] [5x8]: 5x8 Support in Dutch (Nederlandstalig)
Emergency support [24x7]: 24x7 Emergency Support (Only for Server down, or not functioning correctly anymore.)
Please make sure you create the tickets in the appropriate department, if we see too many tickets on the wrong queue we have to start charging for tickets as the costs for 24x7 support is increasing every year. Your assistance is very much appreciated.
Abuse of using the 24x7 support queue i.e. when one creates multiple tickets for the same issue or creates tickets on the wrong area several times after being informed not to use such area for these questions, we may charge such tickets at EUR 5,00 per ticket.
Note that in general our response times are within 30 minutes, for outside office hours our average is around 45 minutes. Resolution times are harder to give as it depends on the issue at hand, but on average 95% of the issues are resolved within 4 hours. Creating multiple tickets or requesting updates within these timeframes may delay your ticket.
Abuse / Suspended Servers / Late payments are all handled by our Sales/Finance Department which are available from Monday till Friday from 09:00 till 16:00 CET (except holidays) our support staff has no access to client details and or invoice information and therefor not able to assist you with these tickets so please make sure you add them to the correct support area.
