Technical Support
Technical Support
Support is handled through your Motherhost account. To submit a support ticket, view current and past support tickets, or to check the status of your tickets, log in to your account. Once you are logged in, select My Tickets from your menu.
For customer service options, please see our Customer Service page.
Standard Support
Free technical support is included with any products/services with active Maintenance and Support. A ticket may be resolved via email or phone.
Support : +91 9884-678464
Email: [email protected]
Emergency Support
24x7x365 Emergency Support is available. Tickets are submitted immediately after purchase and responded to by our on-call team.
Consultation and Training
Domain, Hosting, SSL Certificates, Business Email and Cloud Server Consultation & training for groups or individuals can be purchased from our shopping cart.
Frequently Asked Questions
How is technical support handled?
Technical support is generally handled via email. Phone support can be requested, and is granted at the support technician’s discretion. If the technician must access a server remotely in order to resolve an issue, a connection will be made via RDP/Remote Desktop or other industry-standard remote management software.
What kind of turnaround can I expect for a support ticket?
The Support Department responds to issues in the order they come in and makes every effort to give an initial response to tickets within four (4) business hours. (“Business hours” being Motherhost’ office hours). In most cases, the support staff easily meets this service level, and more often than not customers get responses within an hour. However, four (4) hours is the service level we use for internal metrics. Customers should understand that response times are based on a number of factors, including workload, severity and complexity of issues, and many other factors.
What happens if my Standard & Emergency Support issue turns out to be a bug
- Escalation to Respective Teams: The support team will escalate the issue to the appropriate teams based on the nature of the bug. For example, if it’s a bug related to Plesk, it will be escalated to the Plesk Support Team. Similarly, if it’s related to Windows Server or Linux Server, it will be escalated to the respective teams.
- Assessment of Impact: The teams will assess the impact of the bug on your system and determine the severity of the issue. This assessment will help prioritize the resolution process.
- Minimal Downtime Planning: Depending on the severity and nature of the bug, resolving it may require some downtime. The teams will plan for minimal downtime and schedule any necessary server-related activities accordingly.
- Resolution: The teams will work on resolving the bug. This might involve applying a hotfix (if available) or incorporating the fix into the next upcoming release, especially if it’s a Plesk product-related bug.
- Communication: Throughout the process, there will likely be communication from the support team regarding the progress of the resolution, any scheduled downtime, and any other relevant updates.
- Implementation: Once the resolution is ready, it will be implemented on your system. Depending on the situation, this might involve applying patches, updates, or configuration changes.
- Verification and Testing: After the resolution has been implemented, the teams may perform verification and testing to ensure that the bug has been successfully fixed and that no new issues have been introduced.
- Closure: Once the bug has been resolved and verified, the support ticket will be closed, and you will be informed accordingly.