SwitchFusion
is responsible for supporting our clients by isolating specific
problems that may be encountered by using your SwitchFusion Virtual
Server.
This however, does not include
fulfilling any programming based requests, third party application, including
CGI, shopping carts or software
installation & debugging. We will however provide basic assistance
and advice based on your description of the problem which you have
encountered.
SwitchFusion will not offer technical
support for third party vendor products that are not part of existing
server services or any shopping carts support (however we do provide
support for ecommerce hosting customer that is running on our
gateway). If you have such a problem that is not specific to
installation procedures, please refer your questions to the vendor of
the program.
If you
so wish for SwitchFusion to provide added technical support for the
purposes of installing/debugging/demo of your cgi
scripts/software/application, please contact SwitchFusion
for pricing details.
Please
be noted that our main support is via email only. In order to reduce costs and increase efficiency,
we does not provide a dedicated staff attend to phone method for technical support.
Based on the nature of problems had by web hosting customers, it is much timelier and more effective for issues to be handled via email rather than over the phone.
That why we stated it that only upon tech staff available.
Support Hours
SMS Support
System
SMS support is provided 24x7 even during weekend, midnight, after
office hours and public holiday. We got our duty staff there for you
and will respond to you within 15 mins upon receiving of message.
Note: Phone Support is provided
base on case to case basic and during office hours only. Please
contact our support via email first as
our Main Technical Support is provided by Email only so do not leave
any voicemail for call-back and it will not be attended.
* Technical support and
abuse is available via our online email system only (email-based) . We
do have technicians physically at each of our Data Centers 24/7/365
days per year. Please email support for all forms of technical support
and they will be answered promptly even include weekend, midnight and
public holiday as all support staff work 24x7. So you can be rest
assure that your support will be taken care at all time. And you can
also make use of our SMS system for support query at 65.90510219. No
support question will be answer at our enquiries/sales line.
For critical issues (i.e. your server
is down and in accessible to the public), SwitchFusion has onsite
personnel available round the clock to provide assistance.
Email
Email support is available 24 hrs a day via support@switchfusion.com.sg.
We'll try to ensure every request is answered within 12 working hours.
In nearly all cases, we guarantee all
support email send to us will get back to you within 12 hours (usually
much sooner).
Emergency Support
For customers that require emergency
support services outside of business hours, SwitchFusion provides a
chargeable service called DedicatedAdmin Support Service
