How to get Support?

Our Support Departments:

Sales

  • Obviously, when you want to buy something from CarmenHost and have questions about it.
  • Discussing future ambitions/goals and which of our solutions is right for you.
  • Requesting general advice, suggestions, opinions as well as future planning and growth
  • Misc questions that don't seem to fit anywhere else
  • Days: Open everyday - 7 days a week including all public holidays
  • Times: 24hrs
  • Target Response Time: 8 hours (usually within 3 hours)

Billing

  • Issues with not being able to pay on time
  • Payment issues (over charged, under charged, can't access payment systems)
  • Discussing payment extensions
  • Tech support will often pass you to this department for verification of claimed services, authorisation for certain things.
  • ToS violations, penalties.
  • Days: Open everyday - 7 days a week including all public holidays
  • Times: 24hrs
  • Target Response Time: 8 hours (usually within 3 hours)

Technical Support

  • Problems directly related to hosting services
  • Hosting aspects not working (site/service down, mysql problems, connection issues, FTP those sort of things)
  • Site restorations
  • Days: Open everyday - 7 days a week including all public holidays
  • Times: 24hrs
  • Target Response Time: 30 minutes
  • Email, SSL
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