What support do you provide?

What kind of customer support do you offer?

At WESH UK we believe firmly in efficient communication and we are one of the very few remaining Web Hosting Companies to still offer more than just email support. We offer many ways to get help and support with our services. Please use our support in the following order:

Online Knowledgebase:

If you have a question or need info on how to do things then please start by using our knowledgebase as many common problems and questions have already been answered and detailed information provided in the knowledgebase.

> http://www.wesh.co.uk/customer.services/knowledgebase.php

Online Tutorial Movies:

We have carefully produced a wide array of tutorial movies to show you how everything works and how to setup & use many features. Our tutorial movies also cover other common applications you may be using such as Cpanel, Web host manager, Contribute, Dreamweaver, Flash, Frontpage, FTP, PayPal,  and more.

> http://www.wesh.co.uk/customer.services/tutorials.php

Company News and Announcements:

If you can not find anything to help you in the knowledge base and our tutorials don't cover the problem your having, please check our latest news as we often post critical updates here regarding planned maintenance, planned downtime (if any) and other issues that might affect multiple users. If you open a help desk ticket and your issue has already been addressed by a news announcement, such as planned maintenance then your help desk ticket will be closed with the given link to the corresponding news. Obviously we want to help everybody as much as possible at all times but please try to be aware of whats going on first.

> http://www.wesh.co.uk/customer.services/announcements.php

Network and Server issues:

We have a dedicated section where we provide details of all/any planned or unplanned server or network related issues specifically. This section is ONLY to provide info on matters that directly affect website uptime, such as problems with servers, scheduled maintenance, network problems or maintenance and the such like.

> http://www.wesh.co.uk/customer.services/networkissues.php

Customer Downloads:

You can also visit our downloads section where you can find a wide variety of useful utilities that will help you to secure your own PC and also help you with other tasks your trying to perform such as image editing (Lower your bandwidth usage), Email tools, web browsers (to help with design) and some other useful website design tools.

> http://www.wesh.co.uk/customer.services/downloads.php

Online Support Tickets:

If you simply cannot find the answer to your question or a solution to your problems or have a matter that needs our attention and is NOT already covered by the above resources, then please login and open a support ticket online providing as much information as possible. If you have any error messages you are encountering then please include these too.

When you open a support ticket please do try to use the "Related service" facility so that we know exactly which account or domain name you need help with.

MSN Messenger Chat:

MSN - "info @ wesh.co.uk" (Remove the spaces)

PLEASE NOTE:

We do provide support chat via MSN messenger but we cannot provide any sensitive account details. Please do not ask to have your password given to you as we have no way of verifying who you are. If you need any sensitive account information sent to you by email, we can do that, or have quick questions about various things then we can help but MSN chat is NOT our primary method of support, nor is it something we guarantee any availability hours on, but generally were on MSN messenger every day.

Telephone Support 7 days a week:

If you have a question or problems that you would like to discuss, then by all means pick up the telephone and call us on 0800 5 999 468

Please however be aware that if your problem involves lots of detailed information such as URL's generating error messages, things that need usernames and passwords or where screenshots may be more helpful, then we will ask you to put this into a support ticket.

What YOU do not want is to spend 2 hours on the phone trying to describe your problem when a screenshot in 5 minutes would have solved the issue as this just waste's your time. Also, the longer your on the phone with one of us, the less time is being allocated to the rest of our helpdesk team to also look at your problem for you and work on a resolution.

Our Customer Support service is available by using our online support ticket request system to help you with your needs. Please do not open tickets simply to tell us "Something doesnt work" because we will only reply to you to ask what isn't working and what it is that you are trying to do and how your doing it. Please try to avoid having 3 different people in your organization all trying to contact us for the same thing as this just causes confusion and delays.

We are not always able to help you with your website development as every website is different but are always pleased to advise and lend a helping hand when time allows for web design issues. We encourage our customers in need of assistance to submit a support ticket via our website with their web site questions or concerns.

If you are not sure what to do then call us on the phone (0800 5 999 468) for the quickest response and we can advise if you need to use our support ticketing, which is normally the most detailed manner to submit your inquiries or problems, and it provides a record of communication extremely helpful in resolving your problem and allows you to review responses at any time. Technical emergencies will be addressed first, and support issues are handled in the order they are received.

 

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