What we offer #
All our customers get the same great level of support. This is primarily done through our live chat service Monday – Friday 6am-6pm EST and you can also raise a ticket through our contact page or email [email protected].
We aim to fix any issues you may have at the first time of asking, occasionally for complex issues, we may need to escalate them to our 3rd level support team who will schedule a support session with you.
How is support handled? #
The majority of support is done through LiveChat. Our LiveChat system allows us to be more productive and respond to your requests as quickly as possible. It also allows us to easily remotely connect to your computer to resolve issues for you. A transcript of the chat is then available for you to keep and review at a later date.
You can also email us at [email protected] or via the contact form on the contact page.
Partner accounts are able to contact their account manager directly.
What if I have issues outside of your support hours? #
Outside of support hours please contact us via email or using the contact form and we will respond to you as soon as possible when our support hours re-commence. We have made every effort to minimise the chances of you requiring critical support by doing the following:
Self-Help:
We continuously update and optimise our self-help sections with new and updated knowledge base articles. The hope is that most issues you find will be addressed here and can be easily resolved without needing to contact us.
Infrastructure Monitoring:
Whilst we do not offer 24-7 support currently to individual customers we do however monitor the MyQuickCloud infrastructure 24-7 and have monitoring in place to alert us to any major problems should they occur.
Cloud Server Infrastructure:
Our Cloud Servers are built on the highly trusted Amazon infrastructure and therefore are monitored and maintained to the highest level to minimise any possible issue and downtime.
Cloud Server Self Help:
MyQuickCloud users with the administrator role on their account have the ability to end users sessions and also reboot the cloud server, this will help you to resolve any problems with hanging or crashed applications / services. Having this facility greatly reduces the chances of needing to contact support.
