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

 

Cron Jobs

The Cron Jobs section of the Control Panel allows you to add scripts on your account as scheduled tasks. Sample scheduled tasks can be: create a backup of your account, send an email message, update certain areas of your site, etc. You can configure any PHP, Perl, Python, Ruby or other CGI script located on your account to run as a cron job.

Creating a New Cron Job (Basic Mode)

  1. Select the script you wish to schedule for execution.
  2. Choose a start time from the drop-down list and confirm with the Set cron button.

Basic mode

Setting up email notifications

Once you schedule a Cron Job, you can receive via e-mail the output it generates. You can specify the mailbox to which the results will be sent.

E-mail notifications

Testing the Cron Job

You can check if your cron job will execute properly by using the Run button. This will execute the cron job script and will provide you with its output. In this way you can verify if all the cron jobs settings are correct.

Deleting a Cron Job

To delete a cron job task you can use the Delete button.

Advanced Mode

You can use the Advanced Mode tab for more scheduling options. After choosing the script which should be executed, you can set the exact time for this action from the drop-down lists (Hour/Minute/Day/Month/Day of week). Once the time is specified, use the Set cron button to confirm your settings.

Advanced Mode