What is the best way to get support?

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What is the best way to get support?

Last updated October 10th, 2013

We are extremely proud of the support we provide to our customers. We measure our response times in minutes not hours, and our engineers respond to support enquiries. This means with SiteHost you get a fast response from someone who is extremely technical and can likely answer all of your questions on the spot. Few companies can offer support like that, and we’re confident we have the best support in New Zealand.

To keep our support running as smoothly as possible it’s helpful if our customers know how we work, and understand the best ways to interact with us:

General Support Enquiries

For a general enquiry or support request it’s always best to have a search on the Knowledge Base first. It’s possible that your question has already been answered and this will save everybody involved a bunch of time.

If you can’t find the answer to your question simply send an email to support@sitehost.co.nz - sending us an email is usually the best way to reach us. From here it will quickly get assigned to an engineer who can help you.

Emergencies

It’s always hard to judge what is and is not an emergency, but if you feel like you’re having one give us a call on 0800 484 537. This will connect you with a member of our technical team 24/7/365.

Please be aware that if the issue is not caused by a problem with our systems call out fees will likely be charged.

What Support Is & Is Not Free

If your support enquiry is just a question or is an issue related to one of our systems it’s likely that support will be free, but there are exceptions to that rule.

If you need us to complete a task for you which doesn’t fall under our normal responsibilities, or isn’t a fault caused by our systems (such as installing software for you, or doing back up restores) we will have to charge for our time. We need to do this to make our support sustainable and ensure our engineer’s valuable time is used wisely. If you think this may be an issue for you we can discuss ongoing support options such as Server Management depending on your hosting plan.

Major Outages & Network Updates

Should a major outage occur it’s best to follow us on Twitter (@sitehostnz). We will post regular updates there to keep our customers informed of what is happening. We also occasionlly post news updates, so it really is the best place to keep in the loop with what is going on at SiteHost.

You can also keep an eye on our Network Status and Support page which has our twitter feed and latest news updates. Please keep in mind that this page may not be available during a major network outage.

Thank you for taking the time to read this page and we hope it has made our support processes a little bit clearer. If you have any questions or concerns please contact us.

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