What is VIP and Priority support?
All of our Enterprise Web Hosting companies get VIP Support.
When there's multiple tickets in the queue from our customers, VIP tickets are answered first before handling the general support queue. This will give you a faster response time to all support enquires.
VIP Support also offers a phone call back service between the hours of 9AM-5PM MST, 7 days a week. When you submit a email ticket and you feel we can't fix it over email support, you can request us to call you and we will call you within 4 hours. The call back service is for emergencies only (eg: your website is completely down) and you are limited to 2 phone call backs a month.
For extreme emergencies, we offer a priority support for a one-time fee of $19.95 per ticket. This service is available from 7AM-9PM MST, 7 days a week. After submitting a priority support ticket, one of our most senior technical managers will call or email you (depending on your request) to help you fix your issue within 15 minutes. The priority support is good for up to 1 hour of troubleshooting which 95% of issues can be resolved in. The people who will be working with you on this ticket are very technical and can usually fix most problems.
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