Knowledgebase: Everything Else
All requests and issues should use the TICKET system
Posted by SITEWORKS SYS on 29 June 2007 02:50 AM
Clients that have hosted with us for a long time remember that we used to be very efficient at handling billing, tech support and customer service issues by email alone. This is no longer possible. We receive several thousands of incoming emails on a daily basis and we must use an assortment of spam, subject and data filters on them. We regularly hear from clients that they emailed us directly and we did not respond from them. Truthfully, we just did not get the mails. Some of our older addresses are no longer valid and many mails get missed due to the sheer volume of incoming mails or filtered incorrectly. When we find these types of messages we do indeed respond to them - and we remond/encourage clients to use the ticket desk, which has been in place now since January, 2006.

We recommend that you submit all questions to us at The support desk is efficient because more than one person can easily handle and review your tech or billing issue and also it is exempt from any spam filtering we may be doing locally, so we are sure to receive it and handle it promptly. Please bookmark that location and use it as needed.

**PLEASE NOTE: "emergency" or "critical" ticket status should be assigned ONLY if your site or server is not functioning **Â
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