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FAQ - How does support work?

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Hosting support is available 24 hours a day every day. We monitor our network 24/7 and are always on the alert for service related problems as reported by our internal systems as well as customers. If you need assistance, you may contact the support department by the following methods: 

  • Phone: (US) +1 770 448 2100 (then press 2 for support)  or (UK) +44 (0)20 8133 6940 (then press 2 for support)
  • Skype ID: eappshosting
  • Chat: The eApps website, store and support center all have links for on-line chat. To use the chat service for technical support, you must first have a ticket number.

Support related to questions on how to use the service or to request assistance with service problems are generally included in the monthly fee.

However, there may be charges associated with support requests depending on the nature of the request. Please see our Support Policies - for more information on what is included or billable. If billable, the fees depend on the amount of time required, billed in 10 minute increments.

Priority Support -- For mission critical applications, you may elect to purchase our Priority Support service, which gives your support request the highest priority compared to requests of the same severity. You also have the ability to escalate a problem to a senior representative in an emergency.

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