Every task Help4Hosters receives from its clients is assigned its performance level, moderate, urgent or extra-urgent.
If the urgency of the task is not mentioned in the email request from a client, it is regarded as a moderate level task.
Such tasks are regarded as non-critical ones and are resolved on a first-come, first-served basis; response time for such tasks varies from within 2 hour to 24 hours during business days in business time (Monday-Friday; 9 am-6 pm GMT).
If the client has an urgent/critical
request during business time, he/she indicates it in the email or fax message in address of Help4Hosters.com
, and in this case the task is assigned an urgent level, and it is resolved within 2 hours
during business time, if the sort of the task permits it.
The fees for the urgent tasks double.
If the client has an extra urgent request
in non-business hours and/or in non-business days (Monday through Friday, before 9
am or after 6 pm; Saturday, Sunday), he/she can contact Help4Hosters
support technicians by
emergency email address
a brief and very specific description of the problem (up to 160 symbols in the message, plain text only).
The email address from which the emergency request is sent should match the
address indicated in your contact/billing info or you should include the company name and the name of the person who we know
as the contact in your hosting company.
The administrator in charge will fix the problem within 3 hours; the fees for the extra urgent tasks double compared to standard (moderate) tasks with the minimal order for 2 hours of network administration.
Help4Hosters will not respond to the emergency requests that are not clear
or cannot be identified with the clients of our company.