For questions related to web hosting and email, please refer to the searchable information guide below.
Request support using the 24/7 support ticket system located within your Web Hosting Control Panel. You may access your Control Panel by visiting http://www.yoursite.com/cp. Alternatively, you may log-in directly by visiting http://www2.suresupport.com.
24 Hours A Day Tech Support
Absolutely the best ticketing system ever created. Open online a tech support ticket via an easy to use form. Our techs view your ticket, and as soon as they fix the problem or answer your question, you will receive a notification by e-mail.
15 Minutes Response Guarantee
Is your previous host taking days to return your support requests? We reply to each support ticket within 15 minutes of its posting, and to each e-mail message within one hour… Guaranteed!
Get Help With Various Issues
Ask anything about web hosting and the services we provide. You can get help with configuring e-mail, setting up message boards, form mailers or guestbooks, resetting nameservers, etc.
Maintenance & Support Contracts
Clients enrolled in our Maintenance & Support contracts may use any of the following Customer Support Options.
Discounted rates apply to our Monthly Maintenance & Support Contract holders. If you’re interested in our Monthly Maintenance & Support Contract please call (914) 202-9468
If you would like to request On-Demand Phone or E-Mail Support, you may reserve time blocks in advance. We are available to assist you during Monday – Friday between 9am and 5pm.
1/2 HOUR RESERVE
- On-Demand Phone / E-Mail Support
1 HOUR RESERVE
- FeaOn-Demand Phone / E-Mail Supportture 1
NOTICE: Customers that do not have a monthly website maintenance contract -or- monthly website support contract, please allow a minimum of three business days for our staff to review and correspond to your inquiry. Once a staff member contacts you, they will provide estimated time frame or ETA for fully addressing your concern. Customers without a monthly website support contract that request immediate support, will be billed at our Hot-Rush hourly rate (equivalent to double the standard current hourly rate for development) for any support provided within 72 hours of the initial inquiry.
Reporting Website Related Issues
More often than not, we will need to be able to replicate an issue in order to fix it. Therefore, it is best to provide as much detail as possible when addressing a technical concern. Providing us with sufficient detail will help us to expedite the handling of your request and reduce any fees associated with support services provided.
Description of the problem
Date & Time the incident was encountered.
Device being used: Windows PC, Mac, Tablet, Smart Device
- Web browser being used: Firefox, Internet Explorer, Safari, Chrome, etc. If possible also provide version of browser, typically found under Help > About.
- Steps taken that lead up to the incident (how it can be replicated).
- Web page address (URL) where the incident occurred.
- If E-Commerce related: Customer’s name along with the SKU of the Item the customer was trying to purchase.
- If possible, it would also help to know the internet address of the person who is experiencing the issue. To obtain this, please have them visit http://www.whatismyip.com and provide the IP Address shown.
As much of an inconvenience it may be for you or one of your website visitors/customers to provide this amount of detailed information, the effort at the very least will allow us to rule out recurring instances. Please notify all staff (if applicable) to follow the protocol indicated and include the requested details (on a best effort basis) when reporting issues to us.
The File Manager section of the Control Panel allows you to browse the files on your hosting account and perform various actions with them. It has almost all the features you might need from an FTP program. Here are some of the actions you can perform there:
To open a directory in the File Manager, simply click on the name or the folder icon next to the directory. To go up a level, click on the ".." button.
You can create new files using the File Manager by:
If you create a file with an extension that contains text/code (e.g. .html, .pl, .php, .txt, .htaccess, and .htpasswd), you will be able to edit the file.
Directories are very useful to keep your website structure and files organized. They make the maintenance of the website much easier. For example, you can use a directory named images to store all of your image files and keep them separate from the HTML files in the root directory of your website.
To create a directory:
You can use the File Manager to upload files and directories to your website and account. There is no limit on the number or size of the files/directories you upload to the account as long as there is sufficient disk space available on the account.
To upload files/directories to your account:
Once you initiate the upload process, a page showing the files queued for upload and the upload progress will be displayed. On this page, you can cancel the upload entirely or remove specific files from the queue by clicking on the X button next to them. If a file cannot be uploaded, a notification will be displayed indicating the problem. When a file upload gets interrupted for some reason mid-transfer, the partially uploaded (incomplete) file will remain on the account.
The File Manager allows you to make changes to your files anywhere without having to use a dedicated text editor on your local device, and then upload the new version of the file to the server. Only files that contain text/code with a size under 1 MB can be edited.
To edit a file via the File Manager:
You can use the (Preview) button next to a file within your publicly accessible directories (e.g. ~/www/www/page.html) to open the URL of the respective page on your website directly in your browser (e.g. http://your_domain.com/page.html).
The File Manager allows you to change the name of a file or directory. To rename a file or directory:
All files on UNIX (including Linux and other UNIX variations) machines have file system access permissions. They tell the operating system how to deal with requests to access these files. To get a better understanding of file and directory permissions, please refer to the File and folder permissions category from our online documentation.
To change the permissions of a single file or directory using the File Manager:
If you wish to change the permissions of multiple files/directories, you need to:
To move or copy files and/or directories, follow these steps:
You can combine multiple files in an archive with the File Manager in a few easy steps:
The File Manager allows you to extract archives very easily. All you need to do is:
You can download a single file by clicking on the (Download) button next to the file, and a new window will appear allowing you to specify the destination and name of the file on your device. If the file cannot be edited with the File Manager, clicking on it will open a download prompt.
To download multiple files, a directory or multiple files and directories, you should consider adding them to an archive, downloading the archive, and extracting it on your device.
You can delete a file or a directory by clicking on the (Delete) button next to it.
If you wish to delete multiple files and/or directories at once:
To find a specific file or directory by its name, you need to do is enter the full or a part of the name of the file or directory you are looking for in the search box above the file/directory list. After that, click on the (Search) button. A list of the files and directories whose names match your search string will be displayed. The search is case-insensitive.