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Ticket Support Hours – 24/7/365
If you need to discuss your issue with a human, submitting a ticket to our help desk is the most accurate and efficient way to get answers from our Senior Technical Analysts and Systems Administrators if your question is not covered in the online documentation.
We have a 20 minute or less target response time on support tickets, so have no fear that your question will take days or weeks for a generic answer like you may have experienced with other online companies. We pride ourselves on careful attention to detail, and rapid response times.
General Phone Support
Please, read this before calling:
Due to the nature of the web, most of our customers prefer to use our ticket system over phone calls, and here’s why…
- Things like domain names, email addresses, and error messages are much easier to copy and paste into a ticket rather than to try to dictate these things over the telephone. This holds especially true in a global business like web hosting because the quality of the line, and the accent of the the speaker may not always be crystal clear to both parties. This can cause unnecessary time delays and frustration.
- Our Technical Analysts are not generally answering phone calls. These are the guys that work in dark rooms and drink coffee all day staring at computer logs. These are the guys that make the Internet work, and they do that with their keyboards and mouses for the most part. They will tell you that it is exceptionally difficult to read complicated technical jargon, type on their keyboards, AND try to hold a meaningful conversation at the same time. These are the guys who will eventually fix your issues, so setting up a ticket is the fastest most direct route to them.
- Not all questions have immediate answers. Typically once a ticket is received, it’s being read by several of our amazing staff members to determine who is best suited for the task based on their individual skill-set or job title. Once this step has been resolved, the investigation begins. This is the part that would be very boring on a phone call because this is where you would be placed on hold, listening to elevator music, while the selected supertech would proceed hammering away on his keyboard searching for the solution. Instead, you can simply send a ticket, walk away and do other important things. Let’s face it, everyone has a “to-do” list, and we’re pretty sure listening GlowHost’s automated music system is not on any of them.
- Once you submit your ticket, you’ll have a response in about 20 minutes in most cases. This beats the elevator music, we promise.
What we can do on the phone, and what we can’t do on the phone:
Our phone techs are able to assist with usage of the GlowHost web site. This includes things like help paying your bill, help recovering your password or username, problems with an order, or any other thing that might happen on GlowHost.com. If the issue is something related to your web site, our phone agents of course are not trained on the ins and outs of your unique creation, but they are still happy to assist you towards resolution. If the issue is related to some part of your web site, they will submit a ticket for you. This is helpful if you don’t have access to a computer or the Internet, but also know that a problem exists and would like to have our techs take a look for you. Finally, if you just don’t feel like typing into a web page and submitting a form, don’t understand the process, or don’t want to use our live chat option, we’ve got you covered.
Call us any time 24/7/365 and we’re glad to help. Our number is 1-888-293-4678. Talk to you soon!
VIP Phone Support
If you require VIP telephone support, this option provides you with direct phone access to a high-level Technical Analyst instead of standard telephone support. With this option, your ticket receives priority escalation.
This option costs $65.00 and covers a single support incident, which includes as many calls or talk-time as needed to resolve the issue, for up to one hour of service. Additional hours will be billed at the normal rate of $65.00 per hour.
VIP support can be used for, but is not limited to problems related to functions of your web site, usage of your PC and it’s programs/applications, usage of software on your web site, consultation or other educational training.
Our Technical Analysts can take command and control of your PC from a remote location and can show you how to perform certain functions if you are having trouble solving a problem on your own. To purchase this option, please call our toll free number above or create a ticket and request an appointment.
You may also upgrade to a monthly VIP telephone support package. Please inquire at our helpdesk for a quote based on your usage requirements. We can arrange plans from a single telephone incident per month, to unlimited 24/7/365 VIP phone support access.
If you do not see the chat window, please check the lower right side of this page. You may also launch a new chat from there.
GlowHost Knowledge Base
Got Errors? The answers to many of the most common questions can be found here. From “How do I setup my email program” to comprehensive Linux tutorials, the Knowledge Base should be one of your first stops for support.
Try the search function when you encounter a specific error on your web site or application. Just copy the error code or message to your clipboard, then put it in the search box and you will often times find results for your specific issue.
You can post comments on any topic to get more information from our staff or other community members. Your follow-up helps keep the Knowledge Base accurate and up to date.
Community Forums
This is a great place to get involved with other webmasters, developers and web site owners. Start your own thread, or find answers to many common questions. Many common problems and resolutions can be found and discussed on our community forums. Our forums are meant for member to member support and anyone is free to post or search here.
Our team also visits the forums every day and will try to answer any unanswered threads as their time allows. Please get familiar with the “search” option on our forums as it will make your forum experience a better one. We strongly recommend that you search our forums AND the search at the top of this page before submitting a trouble ticket.
You are free to post your support request directly on the forum if you feel it will benefit the hosting community or Internet users in general, but you may need to register to do so, first. Please do not post sensitive information on the forum as it is open to the general public.
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