Support Policy

Mission Statement

The purpose of this policy is to clearly lay out Webhost.Berlin/BASIC Network's support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with them. We look forward to providing quality support for all your hosting needs

Methods of Support

• Tickets – This is our primary support system. Almost ALL issues will require the submission of a trouble ticket. This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems. Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system or by replying to the ticket email.
• Phone – Phone support is also available (see the phone numbers listed at the BASIC Networks site), but just in exceptional cases. We ask that you please submit a support ticket and wait at least 4 to 5 hours for a response back before contacting us by phone. This gives us time to research your problem and respond back to you.

Support Hours

Technical Support Tickets

• 24 hours a day, 7 days a week, every day of the year (including holidays)

Phone

• 24 hours a day, 7 days a week (excluding holidays)

Escalation Procedures

Tickets are triaged when received based on the type of problem. Issues such as immediate outages are given the highest priority while requests that are less time sensitive are given lower priorities. We strive to respond to all tickets within 4 hours. Tickets that are not answered within this time period are automatically raised in priority. If your request is time sensitive, please mention that in the ticket and we will do our best to accommodate.
Emergency Support

In order to serve you better and give you access to support 24 hours a day, 365 days a year, we have instituted an emergency support voicemail box. This can be accessed in emergencies by calling into our phone system. An emergency is defined as a website or server that is actively down and after extensive troubleshooting, has been determined to most likely be a problem on our end. We ask that you only use this option in the most extreme cases as this will page a number of system administrators. All other support options MUST be pursued before using this option. We also ask that if your website is having problems, you make sure to test it from different computers and computer networks first to make sure the problem is not on your end. Abuse of the emergency support system will not be tolerated.

Billing/Sales Support

Billing and Sales tickets may have longer response times because immediate technical issues will take priority. Please see our Billing Policy for more information regarding Webhost.Berlin's billing policies. Also, keep in mind that most billing-related issues can be resolved yourself by logging into your BILLING/ADMIN account with us.

Customer Relationships

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.

If you feel you have been treated unfairly or have any other complaints, you may contact us to reach a supervisor directly.