If your business week is Monday to Friday then when is the best time to do work on your website? In many cases, you’ll want to work on changes when traffic is at is lowest, which in many cases will be in the weekends. If your webhost cannot be there to support you during the weekend, and on public holidays then this could cause you a lot of downtime.
And even if they can, if your hosting provider’s support team isn’t based in Australia, then how can they really understand Australian business issues? For that reason we ensure that anyone who answers your support enquiry is a bona-fide Geekz staff member, who lives in Australia!
For that reason, we offer 7 days a week support for Geekz webhosting accounts, as well as an around-the-clock investigation and response team for serious issues like your site stops responding completely for example. We are determined to show you that the Geekz mean business for keeping your business website up and running.
What types of questions can you ask support? The short answer is that you’re welcome to ask us anything about your website that you want to ask us…but we can’t always guarantee that we’ll be able to answer them. Typically the following things would come into the scope of hosting support:
- Your site is down – assuming the server is not undergoing routine maintenance, we will work relentlessly to get your site back online. There is no time limit on this type of support, and it is available on-call at any time
- Hosting questions – such as how do I backup my site? I can’t connect to my FTP account? I can’t access my webmail? How do I block an IP address from my website? I’m having trouble with file/write permissions etc.
In addition to our ticket system, a hosting knowledgebase is available 24/7 which will be added to based on the questions customers ask us.
If your support enquiry is lodged the correct way via our online ticket system, we aim to answer all support enquiries in no more than 24 hours. In many cases we’ll answer your enquiry in much less time than this, and if an enquiry is expected to take longer than that to resolve we will endeavour to get back to you with an update within the 24 hour period. Urgent site-down enquiries will be responded to as quickly as possible as they will automatically take priority over any other tickets in the queue.