Support Policy

The purpose of this policy is to clearly lay out EMWD.com hosting's support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with them. We look forward to providing quality support for all your hosting needs.
 

Methods of Support


Support Ticket System
 – This is our primary support system. Almost ALL issues will require the submission of a trouble ticket. This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems.

Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into your client area or by replying to the ticket email.

Please do not report a different support issue in an existing ticket whether it has been closed or still open. There needs to a support ticket for each individual support issue. Again this is to help avoid confusion.

Support tickets are to be open by our clients and their authorized contacts. If you have another vendor or sub-contractor that provides support for you then please make sure they have access to your client area in order to submit a support ticket on your behalf. Otherwise we wll close the ticket immediately when it is opened by a non-authorized contact. This is for security reasons. You can use your client area to add authorized contacts:

https://clientarea.emwd.com/index.php/knowledgebase/23/How-to-Add-an-Additional-Contact.html

If you have not received a response from us in 2-4 hours then please log into your client area to see if our response is listed there. Our responses go out by email but frequently our responses are filtered out by spam filters and folders and our clients don't receive them.
 
Phone – Phone support is also available for those who have submitted a support ticket. We ask that you please submit a support ticket and wait at least 4 hours for a response back before contacting us by phone. This gives us time to research your problem and respond back to you.
 
Support Hours
 
Technical Support Tickets
https://clientarea.emwd.com/clientarea.php
support@clientarea.emwd.com
24 hours a day, 7 days a week
 
Billing Tickets
Monday-Friday 9:00AM - 5:00PM US Eastern Time
You can of course submit tickets outside this time frame, but answers may not be received until business hours resume.
If you are experiencing an active problem with your account due to a billing issue (such as account suspension), please contact Technical Support for quicker resolution.
 
Escalation Procedures
 
Tickets are triaged when received based on the type of problem. Issues such as immediate outages are given the highest priority while requests that are less time sensitive are given lower priorities. We strive to respond to all tickets within 4 hours. Tickets that are not answered within this time period are automatically raised in priority. If your request is time sensitive, please mention that in the ticket and we will do our best to accommodate.
 
Customer Relationships
 
We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.
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