We pride ourselves on our support and as such, we understand how frustrating it can be to be asked to repeat an issue on a different channel. As some cases require in depth investigation some of our channels may not be best suited for the issue you have. We hope this guide will assist you in finding the right one.
We offer 4 channels of support.
1) http://support.34sp.com (The support portal has everything you need to know about using our services)
2) Support tickets / email support@34sp.com - All technical issues can be
dealt with on this channel including, broken email , issues with scripts
, php issues and any other issues you may have with our services. In most cases anything that causes errors or emails that are going missing, often takes a long time to diagnose and fix and as such can not practically be done over Live chat or Telephone channels.. As such a ticket needs to be raised for them to work from. In our new BETA control panel, you can raise a support ticket by simply clicking 'Create Support Ticket' or click here
Create a Support Ticket.
3) Live chat - Used for basic advice or to ask for lost passwords etc, check account status etc.
4) Telephone: For users who are unable to use the above methods of communication. We can raise a support case or give basic support on the telephone. All issues that require an engineer to fix an issue will need to be raised on a ticket.
What we can support:
Our team are here to support you with the use of our systems and services. This involves confirming details for your account, assisting you with the use of our services, such as setting up your email for the first time, checking our services are working correctly, repairing our services if they should have an issue.
What we cannot support:
Desktop services: We cannot offer support on issues with your Mac / PC / Mobile Device, beyond confirming the details to use our services. You would need to have an IT professional look at your device and best advise you on why it may not be working, if for example email still did not work once we had confirmed all the details and our services are working correctly. Our team will try hard to give suggestions of common issues, however beyond this, you would need to speak to a Mac shop / Mobile phone shop or IT support person.
Repair and diagnosis of 3rd Party scripts: While we will always try to ensure our services are set up to correctly work with scripts, we are unable to provide coding assistance. We will check the servers are running correctly and correct any issues with our service. If any issues are related to the code you would need a qualified coder to resolve this issue for you.
Connection to the internet: We do not provide connections to the internet. If you are unable to reach any other websites or the internet in general you will need to contact your ISP e.g BT, Virgin, O2 etc
Friday, February 11, 2011 2:33 PM