Support is perhaps one of the most important and valuable things a technology company can offer you. Our goal is not only to provide "support" -- our goal is to provide qualified and helpful people to support you. That's why we offer "Live Support" between the hours of 9:30am EST and 7pm EST.
Live Support is always the first step in the support process. Using Live Support will allow us to instantly acknowledge your support issue and we can then coordinate more comprehensive support sessions via phone or remote support if required.
Support Facts:
| • | Our Live Support is the fastest way to resolve ANY support issue including situations where you need phone support or remote control support. |
| • | Calling via the phone is the slowest method to receive support. Since any one support person can accept and work with multiple Live Support chats at one time your issue can be acknowledged and we can begin solving the issue faster using Live Support. It required up to 10 times the number of people to provide the same quality phone support without subjecting you to long hold times. |
| • | Live support is from 9:30am to 7:00 pm EST. We will still reply to issues submitted beyond those hours so please DO still use Live Support to send us a message or e-mail us at support@websiteforge.com for help. |
| • | Hardware support persons are at our server facility 24 hours per day. This means if something goes wrong with our hardware, it will be resolved immediately. Since we have a very redundant system, you generally will not notice any performance issues while we repair a hardware problem. |
How to obtain Instant Live Support
1. Locate one of our Live Support buttons on our web site or inside your member's area. |
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2. Click on the button with your mouse
3. Fill out the form and click the Start Chat button:
4. A representative will begin to assist you via chat.
E-mail Support
Outside of the hours of 9:30am to 7:00pm EST you may still obtain support by emailing support@websiteforge.com. Urgent issues are responded to faster than non-urgent issues.
What if your work schedule makes it impossible for you to contact us during the 9:30-7:00PM EST times?
You may contact support via e-mail at support@websiteforge.com to request an after-hours support session. We hope you can organize a list of issues so that we can address as many as possible during this session. Please give at least 2 business days when requesting an after-hours session.