Our technical support agents do their best to assist you with the issues you have. However, as there's many of you, and only a few of us, we may not get back to you as quickly as you think we can. Timezone difference may also make it harder for us to communicate with you.
We are located in Singapore (+0800 GMT), and we are most active from Monday to Friday, 0900 to 1700. Most tickets get a reply from us within an hour, but if you have yet to receive a reply from us, fret not. We guarantee you a reply within a maximum of one business day from your latest message. This means that if you make regular messages to us every few hours on the same ticket, the timer for the one business day response will reset.
If you have an urgent request, do tag your subject with an [URGENT] tag. Please also justify why the issue is urgent (such as your website being hosted with us is down). If we deem the issue as urgent, our agents will get back to you as soon as possible. We have agents working during the weekends to attend to urgent requests.
If you abuse the [URGENT] tag, your ticket will be placed on the lowest priority as it takes time away from our support team to attend to those with real urgent issues.
If you repeatedly open a separate ticket for the same issue, we will merge your tickets into one, and your ticket will also be placed on the lowest priority.
If you have yet to receive a reply from us within one business day, do check the following:
- Ensure a support ticket was submitted successfully
- Ensure you did not mistype your email address
- Check the status of your ticket by logging into your account on our help desk