Top

Support


OUR COLOSSAL SUPPORT POLICY
The Global Web Company strives to assist its customers in whatever way is necessary to make their experience with us both fruitful and positive. To achieve this goal, we have in place an established Customer Support policy that allows us to respond to the technical as well as information needs of our customers. This policy can be summarized as follows:

  • We maintain a 24/7 Customer Support presence
  • This Customer Support presence is exclusively achieved via our Trouble Ticket system and/or email communication.
  • We do not provide direct phone support; rather, we reserve the right to contact our customers by phone to resolve issues that need voice communication.
  • The Trouble Ticket system is our preferred means of customer support and we encourage existing customers to use it to submit issues to us. This system allows us to track both the issues and their resolution.
  • We try to answer Trouble Ticket inquiries first, and direct email inquiries second. Tickets and emails are responded to in the order in which they were received.
  • We strive to respond to all technical support requests within 24/48 hours max.
  • When submitting an issue or request, please be as specific as possible. If you have a specific error message to report, please cut and paste the error message in your Trouble Ticket.

You can read more of our support and other policies in our Hosting Agreements and Domain Name Agreements pages 
Bottom