HostingAccelerator - Technical Support Guidelines

Before Contacting Technical Support, we ask that you familiarize yourself with all applicable product documentation. You should also check the online knowledgebase, online manuals and forums that contains solutions to many common issues.  Be prepared to investigate your problem. Technical Support can give you advice on where to look, but in many cases our ability to help you quickly and efficiently is directly affected by how much problem investigation and isolation you've done in advance.

You should have the following information on hand:

• Customer ID No, Customer Status (Registered OR Evaluation)
• Product Serial No and License Details.
• Annual Support Plan Type (required for Premium / Platinum support plans)
• Detailed issue description or a clearly stated question.
• If you're getting an error, either the text of the error message or a JPEG or PNG screenshot if you're emailing us.
• Information about your server environment.
• Detailed description of how to reproduce the problem in the simplest possible manner.

Your preparation before calling HostingAccelerator Technical Support has a significant impact on overall resolution time. If you gather and organize the facts before you call, HostingAccelerator Technical Support can focus immediately on answering your question or on isolating and analyzing the problem.
 

How Technical Support Can Help You

HostingAccelerator Technical Support is available to help you resolve specific issues in a timely manner. We can assist you in the following areas:

• Product Installation issues.
• Understanding HostingAccelerator product features and functionality.
• Other product-related issues and functionality.

Questions about the use and configuration of third-party products, or about the underlying design and design process for our products, are not included within the scope of support.

Installation issues

If you suspect an installation problem, please be sure you've read the applicable documentation and follow the installation instructions before contacting Technical Support.

Understanding product features and functionality

Technical Support is here to help if you encounter a problem using specific features in our software. Please note that Technical Support isn't designed to provide instruction on HostingAccelerator products. For this, customers may be referred to corresponding sections of the product manuals, the online knowledgebase or further reference material.

Other product-related issues

One of the main functions of Technical Support is to determine if a problem is caused by an error in HostingAccelerator's products. With adequate information, HostingAccelerator Technical Support can quickly verify whether your issue stems from a known problem, and if an update or patch is available that may correct the problem. If updates aren't available, Technical Support may be able to recommend alternative procedures or workarounds to arrive at the same goal.

If the behavior isn't due to a known problem, Technical Support will try to re-create the problem using a test case that you supply, and will further investigate possible causes. Once a software problem is verified, it will be sent to our development team to be logged, resolved, and included in future product releases.