We strive to provide industry leading support to all our clients around the globe. Whether you have a basic shared hosting plan, a VPS solution, or a rack of dedicated servers, our support technicians are always willing and eager to lend a hand. Below you will find information on how Cirrus Hosting provides support to you.
Trouble Ticket System
Trouble Tickets Answered 24/7
Our primary method of support is our trouble ticketing system. Trouble Tickets are looked at around the clock. A ticketing system is essentially a sophisticated support emailing system that clients can access through their account control panel or by using our Online Support Form.
How do I open a trouble ticket?
After logging in to your Account Control Panel, you will see a Help Icon as one of the top menu items. Click on this icon to open the Help Section. Click on Request Support (top-right) to open a new ticket. You can click on Trouble Tickets to review all past trouble tickets.
If you cannot login to your Account Control Panel or if you have forgotten your login information, please go to our Online Support Form, and fill out the online form. Only account holders will receive a response to the Online Support Form, so it is advised you use the email address that is on your account.
Why is a ticketing system your primary method of support?
After years of providing support to our clients, we’ve determined that our ticketing system provides the most efficient support for the following main reasons:
- A ticketing system provides a detailed account of the issue you are having, so that any technician assigned to your ticket can quickly and easily get to speed on your problem.
- More often than not, a complex issue cannot be resolved in a single call. A ticketing system allows for your issue to be easily escalated to a higher level support technician.
- A ticketing system allows you to set the urgency level of your issue allowing our technicians to prioritize the tickets.
- A ticketing system allows us to review the quality of our support responses and make improvements where necessary.
Knowledgebase
Answers to most frequently asked questions can be found in our knowledgebase
Our knowledgebase is updated frequently, and is a great starting point for FAQs, general troubleshooting and to learn more about our services.
Phone Support
Regular Phone Support 24/7
Call us Toll Free at 1.877.624.7787 Opt. 3 or
locally in Toronto at 1.905.881.3485 Opt. 3
It is highly recommended that before you call our phone support, you first open a trouble ticket and have the ticket number ready to give to our technician. This will speed up the support process.
Technical Support Scope
Taken from our Terms of Service. Please Click HERE to read our full Terms of Services.
The scope of our technical support is primarily limited to the functionalities within the Plesk Control Panel in addition to hardware and Cirrus Hosting network-related issues. Support issues that require Cirrus Hosting technicians to login to SSH or Remote Desktop (Terminal Services) to clients’ Dedicated Servers, VPSes or VMs, modifications of clients’ hosted custom application, or troubleshooting of client’s code, are out of the scope of our support.
For additional support beyond our technical support scope as explained above, Cirrus Hosting clients must subscribe to a management plan or pay for additional hourly support fees at $70 / Hour (Regular Business Hours EST). Click HERE for our Server Management Plans.
NOTE: Cirrus Hosting Support Technicians reserve the right to provide additional support on a per case basis. Cirrus Hosting provides no guarantees that issues beyond the scope of technical support will be resolved for clients subscribing to management plans or additional support hours. Cirrus Hosting will not be able to provide additional support if clients’ dedicated server, VPS or VM’s operating system is inaccessible, or the support issue is beyond the capability of our senior technicians.
We’re always looking for feedback on our Support Procedures.
Awards
Certification
