Online Support2017-12-27T12:18:13-05:00

Online Support

We offer a variety of support packages to cover all your needs

For questions related to web hosting and email, please refer to the searchable information guide below.

Ticketed Support

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

On-Demand Support

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

$7500one time
  • On-Demand Phone / E-Mail Support

1 HOUR RESERVE

$15000one time
  • 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.

Online Manual

 

Subdomains

Managing subdomains

The Subdomains section of the Control Panel allows you to create, rename, or delete subdomains for your account. To create a new subdomain, please follow these steps:

1. Type the desired subdomain name in the box under "Creating a new subdomain".
2. Click Create.
3. Allow a few minutes for the subdomain to be created.

Subdomains

Clicking on any of the subdomain names listed will take you to the main page of the respective subdomain. A default "Got New Host" index page is created automatically for each new subdomain.

The path to the directory with the subdomain files is shown next to the subdomain name. Clicking on it will take you to the File Manager for the directory. 

To rename a subdomain, please click on the button Rename next to it. This will turn the field "Creating a new subdomain" into a "Renaming a subdomain" field. Type the new name of the subdomain there, and press Rename. When renaming a subdomain, it is important to know that:

1. You must fix any system paths that you may have in the files of the renamed subdomain, and
2. The AWStats statistics will be reset and will start anew.

To remove a subdomain name along with its content, click the Delete button for it.

All operations with subdomains (creating, renaming, or deleting) take about a minute to complete.

Wildcard subdomains

The wildcard subdomains feature allows you to point all non-existing subdomains of the domain name in the "Domain" column to its document root. This feature is useful if you plan to manage multiple subdomains with a single application located in this document root.

You can enable or disable this feature with the Enable/Disable button in the Wildcard subdomains tab of the Subdomains section in the online hosting Control Panel.