Welcome to the Ecosite Web Hosting Help Centre.
We offer several different support methods, such as e-mail, phone and our Knowledge Base articles.
Support consists of two primary areas:
- Customer Service & Billing
- Technical Support
Customer Service & Billing
This is the front line of support, assisting with general customer questions, account access and billing enquiries.
Technical support is divided into 3 tiers to provide the most timely assistance:
- Level 1 – Our first level of support handles the initial customer query, and if it goes beyond his/her level of expertise, it can then be escalated to the next tier.
- Level 2 – Support engineers are second level support technicians who have greater access to servers and have more experience in troubleshooting when something seems out of place or broken within a website or hosting account. If the problem still cannot be resolved entirely at this stage, it is then escalated to a Level 3 technician.
- Level 3 – These technicians are our system administrators. They are responsible for monitoring servers and ensuring that they are always running optimally.