Simplified web hosting provider Hexahost has added one another feature to enhance support quality. Starting from November 1st, 2009, Hexahost supports its customers via 24/7 Live Chat system. One of our customer support executive will be available in Google talk ID : support@hexahost.com . Add our support e-mail id support@hexahost.com in your buddy list. Customer need not visit our site or login to clientarea, Gtalk IM client or web based gmail interface is good enough.

Do’s and Don’t with Live Chat :

1. Live Chat is not a replacement for support ticket. Support ticket is still our one and only support mechanism. All our customers should submit support ticket to carry out any configuration/changes in their respective web hosting account. More over, when you submit a ticket, It will be visible to entire support team, where as Live chat is visible to only one support Tech. Support tickets are the only method to escalate your problem/concerns to higher level.
2. We are frequently updating our Blog and KB with latest updates in web hosting. For technical training in Cpanel, our customer has to learn through Training videos available in their Cpanel and the technical Documents available in Cpanel.net. Our technical support team is available in Chat to address emergency issues in our Hosting / Email hosting account. Not to train you in Web hosting / SEO/ web designing ideas.
3. A good example for Live Chat is :
   1. ” My site is not visible, Can you check my site for me ?” .
   2. “Which utility can be used to install CMS”
   3. “What is the NS record to host websites in Hexahost”
4. Before you submit a issue ticket, Please check the server is “All green” in our Monitor system : http://monitor.hexahost.com . If it is not green, there will be status message from our support team about any maintenance activity in our server. If there is no maintenance in progress, and your site is not accessible, then this is just a issue with your site. In this case you need to submit a support ticket.
5. For the customers of Hexaresell, we are committed to provide 100% uptime on server and application but not  on end user support. We will not provide support end user/ resold customers of your company. We will sure that the reseller account is accessible. But the maintenance and support of you end user is the responsibility of Hexaresell owner and Not Hexahost. Refer out TOS and AUP
6. Backup and Restoration is available free of cost only for Hexapremium web  hosting customers of Hexahost. But It is not free service to the end users of Hexaresell.

Looking forward to adopt more such tools in future to simplify your web hsoting further

Happy Hosting!

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