In case you are a site owner, a problem could always show up and it doesn’t automatically need to be associated with the hosting service itself. For example, something may go wrong when you update an app or some critical content might be modified or deleted accidentally. Irrespective of what the nature of the problem may be, you’ll need to contact the respective help desk staff and request them to retrieve a backup or to help you troubleshoot the problem that you’re encountering. How timely they will do this will predetermine the time that your websites will be inaccessible. For some sites such as social networks or shopping portals, an elongated outage period can too often mean lost users and money. Therefore, it’s pretty important to use the services of a web hosting company that provides not only a good help desk support service, but also a quick one.

One-Hour Response Guarantee in Shared Hosting

In case you’re using any of our shared plans and you have a question or face a certain difficulty, you can get in touch with us 24/7/365 by opening a customer support ticket or by sending an email and we promise that you will receive a response in no more than an hour. If the issue can be solved, we’ll do it before we respond, while in case there’s something that you have to do on your end, we’ll give you all the needed information – what settings to check, what possible solutions to try, etc. Normally, you will get an answer within maximum half an hour, which implies that waiting for hours on end or even for more than 1 day to receive assistance is something impossible. Our one-hour response guarantee applies to any query that you might have – technical, general or billing.