Last update February 1st 2009

Mission Statement

The purpose of this policy is to clearly lay out Philhosting's support policies and procedures so that all customers have a clear understanding what can be expected of us and what we expect of you, our valued customer. We ask that every customer read these policies and familiarize themselves with them. We look forward to providing quality support for all your hosting needs.

Methods of Support

• Tickets – This is our primary support system. Almost ALL issues will require the submission of a trouble ticket. This is our preferred method because of the ability to track issues to resolution and give us time to properly review and research problems. Please do not submit multiple tickets about the same problem as that simply creates confusion. If you need to add information to an existing ticket, please do so in the existing ticket by logging into the support system or by replying to the ticket email.
• LiveChat – LiveChat is available by clicking the Live Help button on our website. This gives you the ability to immediately contact one of our representatives. This should only be used for quick questions and often you may be asked to submit a support ticket if your issue requires more than a very short amount of time to complete.
• Phone – Phone support is also available. However, we ask that you please submit a support ticket and wait at least 4 hours for a response back before contacting us by phone. This gives us time to research your problem and respond back to you.

Support Hours

• Technical Support Tickets
  • Monday-Friday 9:00AM - Midnight Philippine Time (GMT +08:00)
  • Saturday-Sunday 10:00AM - 6:00PM Philippine Time (GMT +08:00)
  • You can of course submit tickets outside this time frame, but answers may not be received until business hours resume
• Billing and Sales Tickets
  • Monday-Friday 9:00AM - 6:00PM Philippine Time (GMT +08:00)
  • You can of course submit tickets outside this time frame, but answers may not be received until business hours resume.
  • If you are experiencing an active problem with your account due to a billing issue (such as account suspension), please contact Technical Support for quicker resolution.
• LiveChat
  • Monday-Friday 9:00AM - 6:00PM Philippine Time (GMT +08:00)
• Phone
  • Monday-Friday 9:00AM - 6:00PM Philippine Time (GMT +08:00)

Escalation Procedures

Tickets are triaged when received based on the type of problem. Issues such as immediate outages are given the highest priority while requests that are less time sensitive are given lower priorities. We strive to respond to all tickets within 24 hours. Tickets that are not answered within this time period are automatically raised in priority. If your request is time sensitive, please mention that in the ticket and we will do our best to accommodate.

Customer Relationships

We strive to provide you with courteous, professional, and technically accurate support. Although we understand how frustrating technical problems can be, we ask that you treat us with respect and we will do the same in return. Our ultimate goals are the same, providing you with accurate support in a timely manner.

Abusive Conduct

• Any abuse towards any Philhosting Company Ltd. employee will not be tolerated. You are expected to request and respond to support and other issues in a professional manner. When corresponding with Philhosting Company Ltd. refrain from using caps, exclamation points, and other forms of written yelling. Any cursing, yelling, or further intentional disruptive behavior aimed at Philhosting Company Ltd. or it's employees shall be considered a violation of this Support Policy and Acceptable Use Policy which is subject for account suspension or termination.
• Any threat, whether verbally, orally, written, or delivered by second parties directed towards Philhosting Company Ltd. or any of it's employees, partners, equipment, and concerns shall be construed as a violation of this Support Policy and Acceptable Use Policy which is subject for account suspension or termination.

Rights reserve

Philhosting Company Ltd. reserves the right to change, edit, or update the policies contained in this document, along with the content on our website at any time for any reason without notice.