Part 8 of 9 of the Reseller Startup Guide
HostGator is here 24/7/365 in case you ever have any questions. Our team of customer service representatives, server administrators, and sales professionals staff our Houston, Texas office at all times.
Looking for immediate answers? Check out our informative knowledge base. It has over 800 articles that address commonly asked questions and issues, including useful tutorials and video tours of some of our most popular features (http://support.hostgator.com/).
Want help from other HostGator customers? Our Hosting Forum is a great resource. With almost 38,000 members ready and willing to provide support and help on everything ranging from site promotion to Linux, the forum is a great resource (http://forums.hostgator.com/).
When to use chat support:
Chat is a great method to use if you're looking for quick answers to simple questions and problems. Our chat technicians are more than happy to help you troubleshoot and understand issues relating to email, your control panel, FTP, etc. They can also help you with many sales and billing questions and explain most HostGator policies and procedures.
When to use ticket support:
If you feel your issue is more complicated and more technical than an average question, we suggest that you email our support team at support@hostgator.com.
Immediately after you email our support team, you will receive an email confirming we have received your email and that the issue has been placed in our 24/7 support queue. If you do not receive this email, we did not receive your support ticket.
Our best administrators work in our ticket system all the time. It is the best place to go to get your complicated issues resolved in a timely manner.
We do have suggestions for using our ticket system, though:
- Only submit one ticket per issue. If you submit multiple tickets for the same issue, it actually slows down the support process.
- Always be sure to include your primary domain name, username, and as much detail as possible. If a login or URL is needed to duplicate the problem, please include that as well. The more detail you provide to our administrators, the faster they can resolve your issue.
When to use phone support:
We are available 24/7/365 over the phone. Just like in chats, our phone support representatives can address most of your basic issues and concerns. The most complicated issues will require a support ticket to be submitted.
Next Step: Managing Your Billing
Reseller Startup Guide
Initial Setup: Step 1 | Step 2 | Step 3 | Step 4 | Step 5
Post Setup: Step 6 | Step 7 | Step 8 | Step 9