Our staff does not typically spend a lot of time in the office. Like most small businesses we are often found driving from location to location serving our clients. To serve our clients better, our phones are set up to automatically ring at several locations simultaneously. If we are momentarily unavailable at all locations, be sure to leave a voicemail with your phone number and we will return your call as quickly as possible. My cell phone is one of the simul ring numbers, however I do a lot of work inside a cave-like building with cell reception that is poor to none. Leaving a voicemail will allow me to call you back once I am out of the building and in a cell reception area.
Looking for immediate answers?
Check out our informative knowledge base. It has articles that address commonly asked questions and issues, including useful tutorials and video tours of some of our most popular features. We continue to add more information over time, so check back periodically to see what is new. Some items may require login. (http://ameriwebhosting.com/ Then go to Customer Area>Knowledgebase).
When to use chat support:
Chat is a great method to use if you're looking for quick answers to simple questions and problems. We turn on chat when an agent is available. You will see a small bell in the upper left corner of our web site. If no agents are available, the bell will turn invisible.
When to use ticket support:
We recommend you use support tickets whenever possible. This allows our next available agent to work on your issue. We answer all support requests within 24 hours, however most are settled within 8 hours or less. Support tickets also allow us to track an issue. If we need more information, adding it to a ticket provides a reference point, so we don't needlessly ask the same questions regarding the issue over and over, should more than one tech work on it.
Only submit one ticket per issue. If you submit multiple tickets for the same issue, it actually slows down the support process. You can update an existing ticket if needed to include additional information. Always be sure to include your domain name 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. (http://ameriwebhosting.com/ Then go to Customer Area>Support).
When to use phone support:
- We are available by phone during normal business hours for routine incidents like "I need an additional email set up".
- For emergency incidents like "I just erased my site!" we can be reached by phone 24/7 for a restore.
- Always use our main phone line as it rings at multiple locations simultaneously. (773) 735-5144.
When to use email:
Sending an email to a particular agent (or to me as owner) is a popular option if you want a specific person. For general support items, however, it may be faster to open a support ticket, as multiple techs can serve you via this method.
Manage Your Billing:
You are billed automatically for your web hosting services on approximately the 25th of the month. Monthly customers see bills every month, and annual clients see their bills yearly. If we manage your domain name, you will also see a bill generated for its renewal at the appropriate time. Payments are due on the 5th of each month. Please ensure that you have an updated credit card or PayPal subscription on file.
To manage your billing, including to update your credit card, view invoices, change your primary email address or to see all of your current services please go to http://ameriwebhosting.com/ Then go to Customer Area>Your Account Control Panel.