Knowledgebase

Technical Support

We handle technical support via our on-line help desk, which is built into our customer service system. If you have any questions about , or problems with, the service we are providing you, you are encouraged to open a support ticket.

You'll find that we respond quickly, and are willing to help you through any issue that may arise.

We do not provide telephone support. If you absolutely must have telephone support, please do not choose us as your host. However, if you try our method of support, you'll find that it will meet or exceed your expectations. Consider this feedback from Meg of Dyed4You.com, a relatively new MediaServe LLC customer:

"I have to admit, I had a lot of reservations about the thought of having no phone customer service and questioned whether or not the quality of service I consider acceptable was even possible without having phone as an option. I have to tell you - I have been blown away! No matter when I send in a help request I get a speedy, courteous response. Not only are my questions answered and resolved, but information is offered in anticipation of my follow-up questions!"

In order to keep our pricing low, and our features high-end, we have a very small staff of very experienced people providing support. In order to streamline the support process, the on-line help desk collects as much detail about your problem as you're willing to provide, before a technician's time is involved - details which would take time for a technician to collect and note if talking by phone.

You'll find that if you provide as much detail as possible when opening a support ticket, a technician will usually know the solution immediately, and you'll have your problem solved in 15 minutes or less.

We are closed on Sundays. While we will monitor the help desk and resolve emergencies such as site or server outages, other tickets submitted on Sunday will not be answered until Monday.


Billing

Our primary mission is to serve members with an affordable, yet powerful, Internet presence. To that end, we are very flexible on the billing side of things.

We gladly accept Check and credit/debit card payment (Visa, Mastercard, American Express and Discover).

If you sign up and pay by credit/debit card, your card is stored for future automatic payments. (But can be removed at any time at your request via our help desk). Your service will be provisioned within 12 hours of your order.

If you sign up and select check payment, your services will be provisioned when we receive your check by mail.

For recurring charges, we email an invoice notification to the primary email address on your account, 10 days before payment is due, to give you time to review the charges, ask questions, or mail in payment if you pay by check.

We won't take any action to suspend service until an invoice is 30 days past due. That gives you a very flexible and generous grace period.

We will remind you of the past due status of an invoice only once, via e-mail, 10 days after payment was due.

When an invoice becomes 14 days past due, our automated system will automatically suspend service, but will retain content for another 7 days to give you time to make payment and restore service. 7 days after suspension, service is canceled and content is deleted. If payment is made before cancellation, our automated system will restore your service.

We will never call you to bug you about your past due payment.

Despite all of the above flexibility, from time to time we have customers complain. Usually, the problem is that they no longer use the email address listed on their account, and forgot to update it. It's the customer's responsibility to keep his/her contact information up-to-date so that invoice notifications, important announcements and support ticket responses are received and read.

Contact information can easily be changed by logging in to your account and clicking the "Edit Contact Info" link at the bottom of the Your Stats section of the account home page.


Cancellation

Cancellation is simple - you log into your account, access your hosting plan details, and click a button which reads "Request Cancellation".

Despite this simple process, we get the occasional complaint from a customer who simply wants to send an email to cancel service, or call to cancel (even though we have no telephone support), despite the fact that we've gone to great lengths to document exactly how you cancel service, in our terms of service, this article, and the instructions we email to each new hosting client after service is provisioned.


Summary

This article was written to give new customers a brief overview of how we do business, specifically in the areas where we sometimes receive complaints. The intent is to make you fully aware of how we handle various aspects of our business, so that you are not surprised.

If you are comfortable with our procedures, as described above, we'd love to have you as a new customer! However, if you have any misgivings, don't hesitate to ask for clarification via our Contact us page.

If you're not comfortable with our support or billing procedures, we would encourage you to not sign up for service with us.