At Hosturly, we are dedicated to providing our clients with top-notch support to ensure a seamless and satisfying experience. This article outlines our support policy, detailing response times, topics we support and don’t support, and how to contact us for assistance and our support hours.
Response times
Our standard response times for all clients are as follows:
- Support tickets: Initial response within 24-48 hours.
- Live chat support: Response within a few hours during business hours.
- Phone support: Immediate response during business hours. Phone support during the weekend and outside of business hours are reserved for enterprise clients only.
Topics we support
We can assist you with questions about Hosturly like,
- Account and billing questions
- Questions about the company or the services we offer
- Any issues you are having with your service, but not software, etc installed on your VPS, for example.
Topics we don’t directly support
There are certain topics that we do not support like software developed by third-parties. Some of these topics include,
- Questions about third-party software
- Installation of third-party software (Although, we can help you install certain software upon request for an additional fee)
How to contact us
Our normal support hours are Monday-Friday from 9 AM - 5 PM EST, excluding any US holidays. We have teams monitoring the uptime of all services 24/7 and are they are available to assist when needed.
Support tickets
To submit a support ticket, you can do so via the client area here.
Live chat support
Live chat support is available through our website. Simply log in to your account and click the chat icon in the bottom-right corner of the screen.
Phone support
Our phone support team is available during business hours at +1 (833) INF-RALY (+1 (833) 463-7259). This number also accepts texts, but we are unable to assist directly on text for security purposes.
Community support
All clients can access our community Discord at discord.hosturly.com. Here, you can ask questions, share insights, and connect with other Hosturly clients. If you need support from the team, you must submit a ticket, contact us via live chat, or via phone support.
Knowledge base
Our knowledge base is available 24/7 at help.hosturly.com. It contains articles, tutorials, and FAQs that cover a wide range of topics to help you get the most out of our services.
Customer satisfaction
If you are not satisfied with the support you received, you can rate your conversation in a follow up email you will receive after the case is resolved, or you can reach Hosturly’s Management Team at management@hosturly.com.