Really great customer support what we pride ourselves on at Ecenica. We always try to go the extra mile and over and above the ‘canned’ replies of others. This is probably why you host with us and why we love to answer any questions you may have about your Ecenica services. Our promise is to answer your questions quickly, in plain-English.
|Knowledge Base||24/7||Updated daily. Includes how-to guides for all aspects of running, setting-up and troubleshooting your Ecenica service.|
|Support Ticket||24/7||We aim to answer all tickets within 24 hours. If you open your ticket Weekdays, between 9am-6pm you can normally expect a reply within a few hours or less.|
|Sales Live Chat||Weekdays, 10am-5pm||Pre-sales questions only.|
|Remote Support (beta)||Weekdays, 10am-5pm||Invite only. Available on select packages.|
|Website Migration||Weekdays, 10am-5pm||–|
Professional Support Team
We have a team of support agents who are based in the UK. Our team work in shifts so team members are rotated between times.
All our support team members are trained in all aspects of our systems and aim to answer most support queries within one reply.
We have an escalation path for more complex support queries, each team has a Senior Support Manager who acts as an extra technical resource and we also have Technical Directors.
New support tickets you create will be allocated a reference number and will be logged in our system and available to view securely through our website.
New support tickets can only be opened by the main account owner, or authorised sub-accounts. This is a security measure. If you email a general enquiry from an email not associated with your account then we be unable to make changes or give details about the account. We can give assistance for you to re-establish access.
Our team answers tickets in order of oldest first, with priority placed on VIP members. On a busy day it may take longer than normal to get back to you. All tickets are replied within same day.
If you add replies to a ticket before we have had a chance to reply it will move your ticket to the back of the queue, so it’s best to wait till a member of our support team has replied first.
VIP Support – our premium support service
VIP support is our premium support service, available on selected web hosting packages. As a VIP Support subscriber your support tickets are fast-tracked to the head of the queue and answered before standard support tickets.
Sales Live Chat
Our Sales Live chat team are unable to answer technical support questions, they do not have access to your account details.
Support Queries we cover:
We can help answer the following types of queries:
- Managing your Ecenica account
- Issues with your Ecenica hosting
- Problems with domains you have registered with Ecenica
- Domain Transfers
- cPanel Migrations
- Issues with Ecenica DNS.
- Installing applications on your website using our 1-click App Installer.
- Custom PHP settings
- Restoring files and databases on your account
- FTP issues
- Installing SSLs
- Email issues
- Configuring your email clients
- Using Ecenica Webmail
- .htaccess errors
Example questions we have answered:
“How do I login to cPanel?”
“How do I change my FTP password?”
“How do I setup my Outlook 2016 to connect to my Ecenica email account?”
“How do I add a new email account?”
“How do I install WordPress?”
Queries our technical support team cannot answer:
- SEO issues, advice
- Programming, code edits or configuration changes to your website.
- Database edits
- Building websites
- Transferring/migrating email from non cPanel servers
- Administering your website
- Problems with your computer or device.
- ISP issues.
- Third-party apps and services unrelated to Ecenica.
Example questions we are unable to answer:
“How do I import email from Gmail?”
“How do I get my website to the top of Google?”
“How can I change the font on my website?”
“My virus scanner stopped working. Can you help?”
“A feature on my iPhone is not working. Can you help?”
“Can you add text and images to my website for me?”
“I’ve forgotten my CMS password. Can you send me the details?”