At Ecenica, we believe that great customer support should be personal, fast, and genuinely helpful. Unlike the ‘canned’ responses from other hosts, our support team goes the extra mile to provide tailored solutions for your needs.
How Ecenica Standard Support
Access to Ecenica Standard Support is included with any Ecenica service you have purchased, you can find answers using the following resources:
Support Resources
| Service | Availability | Notes |
|---|---|---|
| Knowledge Base | 24/7 | Updated daily with how-to guides for setting up, managing, and troubleshooting your Ecenica service. |
| Support Ticket | 24/7 | We aim to answer all tickets within 24 hours. Weekday tickets (9 AM–6 PM) typically receive a response within a few hours. |
| Website Migration | Weekdays, 10 AM–5 PM | Assistance with transferring your website to our platform. Contact us for eligibility. |
Professional Support Team
Our UK-based support team works in shifts to ensure coverage throughout the day, providing expert assistance whenever you need it.
All team members are trained in all aspects of our systems and aim to resolve most queries with a single response. For more complex issues, we have an escalation path where Senior Support Managers and Technical Directors provide additional assistance.
Support Tickets
- New support tickets receive a reference number and are securely logged in our system.
- Only the main account owner or authorized users under your Team can open tickets for security reasons.
- If you contact us from an unregistered email, we won’t be able to make account changes but can guide you on regaining access.
- Tickets are answered in order of submission, with priority given to VIP members.
VIP Support
VIP Support is our premium service available with selected web hosting packages. As a VIP Support subscriber, your tickets are fast-tracked and answered before standard support requests, ensuring quicker response times and priority handling.
Support Queries We Cover
We can assist with the following types of queries:
Account & Hosting Support:
- Managing your Ecenica account
- Questions about using your Ecenica hosting
- Managing your domains registered with Ecenica
- Domain transfers to Ecenica
- Website Migrations to Ecenica
- Using Ecenica DNS
- Using Ecenica Free Domain Tools
Email Support:
- Configuring email clients
- Using Ecenica Webmail
- Email sending/receiving queries
Website & Server Support:
- Using Ecenica WordPress Manager
- Installing applications via 1-click App Installer
- Custom PHP settings
- Setting PHP versions
- Restoring files and databases
- Questions about FTP
- .htaccess errors
Example Questions We Answer:
- “How do I install WordPress?”
- “How can I add a additional domain to my hosting service?”
- “How do I log in to cPanel?”
- “How do I change my FTP password?”
- “How do I set up my Outlook to connect to my Ecenica email account?”
Queries Our Free Support Team Cannot Answer
Our Free Support focuses on hosting-related support and cannot provide assistance with:
- SEO advice or issues
- Website programming, code edits, or configuration changes
- Database modifications
- Website design and administration
- ISP issues or problems with personal devices
- Third-party apps and services unrelated to Ecenica
Example Questions We Cannot Answer:
- “How do I get my website to the top of Google?”
- “Can you add text and images to my website for me?”
- “My virus scanner stopped working. Can you help?”
- “A feature on my iPhone isn’t working. Can you help?”
- “How can I connect my domain to my PC”
Premium Support
Ecenica Premium support is our premium support offering providing answers and solutions for questions and work which falls outside of the scope of Ecenica support.
Examples of Premium Support includes work such as:
- Converting an existing WordPress website to use a new domain name and url with no downtime.
- Help and assistance configuring and migrating DNS settings for critical domain names.
- Advising, installing and configuring plugins to improve your SEO (Search Engine Optimization)
- Editing and changing your website’s appearance.
- Fixing and making code edits to your websites.
- Updating your websites.
We offer Ecenica Premium support on a case-by-case basis so if you have a query which falls into the above categories we’ll be happy to advise and offer a solution.
Need Assistance?
For help, visit our Knowledge Base, open a Support Ticket. We’re here to help!
