Support Policy of TezHost
TezHost is a brilliant web hosting company with elegant support services in Pakistan, India, UAE, and Malaysia which is 24/7/365 for its users. We have multiple layers of sales and technical support services managed by our active and ready-to-work staff. The user support policy of TezHost consists of Phone support, Ticket Support, Technical support, and chat support. Ticket support policy which is mostly for Technical and Billing support. While 24/7/365 chat support is mostly for sales where users and the general public ask for sales information. Technical staff will join chat only in case of Technical knowledge and update, while users can only eligible to ask for technical support in chat or on the Phone if their ticket isn’t updated in the last 6 to 12 hours in working days or wasn’t resolved in 24 hours in working days or need technical knowledge about their desired product/service. While other than working hours it may take 24 to 48 hours while exceptional cases in technical circumstances or other valid circumstances could take more time. Any person or entity contacting on the behalf of TezHost client must be authorized or they will be avoid given support at any time in any circumstances. These are different sections of Support Policy of TezHost:
On chat support, an agent will be bound to reply instantly in normal cases, if he is doing some task of client he should need to tell the client that he is checking, while technical staff can be busy without reason as they may be doing multiple tasks at the same time, but both sales and technical agents could only take maximum 5 minutes not more than that to respond to the user on a chat between answers or initially. “Chat support is only for sales” while users with technical issues can know about the status of their ticket or why it wasn’t updated in given expected time. Only those issues will be resolved on chat instantly which needs minor attention or least time to resolve but only with chat staff consent as if they are free or aren’t luckily busy. Technical staff will be bound to 15 to 30 minutes for information in chat. On chat, if user will ask chat support staff to do something on their behalf(which can be done by user as well), it will sole responsibility of user if some mistake happens as it was the user’s consent.
Phone support includes Landline Phone support, mobile phone call support, SMS support, and Whatsapp support. Phone support is also for general inquiries which include urgent inquiry of Technical, Sales and Billing support. Landline Phone support service is only for urgent inquiry of sales, billing and technical information. Phone call support will mostly be done by staff’s official company numbers to clients in case of a descriptive discussion on sales or technical aspects. This mobile phone call support will also be limited to 10 to 15 minutes of discussion maximum in normal circumstances. SMS support service will be used in different scenarios where user can’t be directly reached and they will be brief and limited to some actionable updates without any description. Whatsapp support service could be used to communicate directly with sales or technical staff but in exceptional cases where phone support via call couldn’t possible or difficult or may need kind of information sharing which couldn’t be possible via Phone or SMS. If a user’s sales or technical issue is prolonged then Whatsapp support will also be used to communicate in a broader way with support service. You can be contacted anytime via official Phone number and if you are unreachable your ticket support or any other operation may get delayed though you will be notified that you were unreachable. Mostly for understanding your issue in a better way or resolving it in single communication in ticket support you may be contacted by technical staff.
Technical support includes Technical assistance related but not limited to Domains, web hosting, servers, Emails(Both Server-side and client-side), website code trouble-shooting, Database related issues, website migration, email migration, control panel or server migrations etc. We do provide free of cost migration service to new users only in which we move their files, websites, databases, or servers to our side but with the responsibility and/or assistance of user or his/her developer. All technical support steps will be taken on user’s consent and responsibility as its user or his/her technical side who analyze and take decisions and as per our side, technical staff will only work as an executor. In auto-migration, only open-source and widely used CMS based websites migration will be done[not custom-built(Frameworks included)] by our side without taking any responsibility. No manual migration means moving website or web application in different components(files, database and emails) will done, you will need to hire someone or avail our paid support service for that. If user’s website got broken during migration, we only can guide to get solution, we will not fix user’s website as technical staff helping or migrating will only move files or resources of website with possible cautions in mind(according to technical staff understanding). Another aspect of website migration is that: we only do simple and automatic migrations that don’t need much development knowledge like control panels or CMS(content management system) migrations. Mostly backup and restore functions of widely used services will be used for website migration. We may need authentication or credentials for migration, which user has to provide to avoid deadlock. Last but not least, our technical staff is for providing assistance in web hosting and domains not development, so if its a developer issue then user will be recommended to hire a developer(even for a small task), user will have to hire a developer or avail or paid support service or other paid technical services. In email support, we will provide support and resolve issues only at our server-side, which means webmail etc not at the client-side. At the client-side we only provide guidance in configurations of different email management applications not configuration of whole applications for users. Users need to avail paid support and hire technical staff for configurations of any such application at their side.
Ticket support policy will be for resolving tickets under set of different rules. Tickets have two departments which includes Billing/Sales and Technical. “All tickets will be replied or updated within 6 to 12 hours during working days and if they can’t be updated then user’s will be notified that their tickets are in process and work is in progress to resolve them”. Other than working days tickets may take 24 to 48 hours as staff may not be present to process things though we always try to present even on holidays but its not guaranteed. Please note, do not come in chat or call after creating ticket as it will only delay and confuse your issue, just write precise and thoughtful answer and only in ticket. If you need faster response then just give your ticket high priority and inform us via email that you need a faster reply and also write reason for this in the ticket, if you are calling or sending message to the support team, please do it once and wait otherwise, in case of multiple turns you will not be replied and maybe blocked on that source of communication. All updates and communication must be performed through ticket for speedy update and resolution of issue. As tickets have a policy of being must be replied in 6 to 12 hours while other communication methods are informal(especially email) and may be prone to less frequent update. The client’s developer or concerned people managing client’s services must be authorized and added as a contact in client area and should have updates or updated about proceeding on all account’s issue to resolve issues in tickets or atleast their number must be added in support ticket if they are for one-time contact. Please remember, we are not obliged to reply to people who aren’t in our record that they have link to our client. Anyone contacting on the behalf of client must be authorized or they will be avoid given support at any time in any circumstances.
Paid support will include extensive technical support mostly but it may also include other support services in rear cases. Mostly other support services will be offered in full-fledged service packages like SEO, development of website or content writing etc. Please note, our free setup services of Shared, Reseller, VPS and Dedicated hosting are different than paid support as they include software or package installation and default setup only. Our paid support may include but not limited to time taking services like troubleshooting of website which not limited to need of multiple staff like developer and system administrator or maybe related to lengthy installations or Cloud or Dedicated server setup, cleanup of hacked or infected website etc. It maybe recurring or one time on type of support and tasks included. It may also be charged on per hour basis and may also start(charging) after giving 1 hour of technical support which isn’t offered with our services for our clients. While other than our clients(or reference of our clients or partners) any technical support give will be charged without any prior notice.
This support policy was introduced on Apr 9, 2020 and last updated on 20th November 2020.