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

 

Addon domains

Addon domains allow you to host multiple domain names with distinct websites and mailboxes on a single hosting account.

If the Addon Domains section is not available in your account's Control Panel, please contact your hosting provider, or contact us through our ticketing system.

In this article, you can find information on:

 

Creating addon domains

You can create addon domains through the Addon Domains section of the Control Panel of your account. There, type the full name of the domain you would like to host as an addon domain:

Creating an addon domain

Please note that the domain name you are setting up as an addon domain must be registered in advance.

Once the domain name has been added, it will be listed in the Addon domains list on the same page.

Parking domain names to addon domains

You can park and unpark domain names to addon domains through the Domain Parking section of the Control Panel of your account. There, you need to select the addon domain you are parking a domain name to or unparking a domain name from at the top of the page:

Parking to an addon domain

Detailed information about the Domain Parking section of the Control Panel is available in the Domain Parking article.

Managing the files of addon domains

You can manage the files of your addon domains through the File Manager in the Control Panel of your account. The files of your addon domains are located in the /home/username/addons/ (where username is the actual username of your hosting account):

Managing the files of addon domains

Detailed information on how to use the File Manager of the Control Panel can be found in the File Manager article.

Managing the mailboxes of addon domains

You can create, delete, and manage mailboxes for your addon domains through the Mail Manager section in the Control Panel of your account. There, you need to select the domain whose mailboxes you are working with at the top of the page:

Managing the mailboxes of addon domains

Detailed information on how to use the Mail Manager of the Control Panel section is available in the Mail Manager section.

Managing the mailing lists of addon domains

You can create, delete, and manage mailing lists for your addon domains through the Mailing List section in the Control Panel of your account. There, you need to select the domain whose mailing lists you are working with at the top of the page:

Managing the mailing lists of addon domains

Detailed information about the Mailing List section of the Control Panel is available in the Mailing Lists section.

Managing the PHP settings of addon domains

You can manage the PHP settings of your addon domains through the PHP Settings the Control Panel of your account. There, you need to select the domain whose PHP settings you are editing at the top of the page: