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The Beginning of the
Effortless Web© |
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Client
Care F.A.Q. |
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I need
support, but I'm not sure which Tier my request falls under, how
do I find out?
You can view specific support tier information by clicking
here. You will be notified upon receipt of your trouble
ticket as to the tier and any applicable fees.
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Will I be
billed for a server or network problem?
Absolutely not. Under no circumstances will we bill
you for a server or network problem.
However, please note: configuring the server to work with
your software will incur a fee.
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How should
I request support?
Your first communication to HitSites should always be through
the online support system except in emergency situations.
This allows us to follow the progress of the issue from beginning
to end through all support technicians and gives us the ability to
serve you better. Remember, Tier 1 support requests
submitted via trouble ticket is always free.
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How will
support charges be assessed to my account?
Support fees will be charged to the credit card on
file immediately after resolving the issue.
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Will I be
notified that my support request is billable prior to performing
the task?
Absolutely. You will be notified as soon as it
determined that the task is billable and no task will be performed
without authorization of charges. After the task is
performed you will be emailed a receipt for the charge.
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What do I
do if I need support after hours, during a holiday, or in case
of emergency?
If your support issue is not an emergency, please submit a trouble
ticket through the interface in your control panel. There
are technicians on duty 24 hours a day, 7 days a week. If
your issue is an emergency, please email
helpnow@hitsites.net.
This email address instantly sends notification to every
technician on duty via cell phones. Please include your
domain name, contact email address, contact phone number and a
brief description of your issue.
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What do I
do if my question isn't answered here?
Send an email to
support@hitsites.net with your question. A
representative will respond as soon as possible.
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