The purpose of this policy is to clearly lay out Massaca.NET 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/domains 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.
Normally tickets are answered the same day, usually within a few hours. Tickets are addressed in the order they are received, so please wait patiently and you should have a response shortly.
Some problems are more complicated and we will need extra time to investigate and solve your issue. We appreciate your patience while we take care of the issue at hand for you.
Available languages: English, Հայերեն, Русский, Español
URL: www.massaca.net/contact-us/
Our support staff are available 24 hours a day, 7 days a week, 365 days a year
LiveChat – LiveChat is available by clicking the “Live Chat” button on our website. This gives you the ability to immediately contact one of our representatives. This should only be used for quick questions (for general and sales question only) 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.
URL: www.massaca.net
Monday – Friday, from 11:00 to 23:00, GMT+04
Knowledge Base – The Massaca Support KB has been divided into Categories indicating a particular Interface or a particular Product/Service. These have been further logically divided into Sub-Categories and Answers, detailing a particular action or query.
In the event, you are unable to locate a particular resource, please contact us via Support Ticket System (www.massaca.net/contact-us/)
URL: http://massaca.net/kb/
Phone – Phone support is available only for sales questions.
+374 10 520211; +374 60 375202
Monday – Friday, from 11:00 to 18:00, GMT+04
Services Covered
Our support covers anything to do with our server hardware, server software, E-mail, FTP and cPanel.
Services not Covered
Our support does not extend to physically doing custom programming, fixing a script you’ve written, fixing third party software, installing scripts for you or help on matters specifically relating to third party applications such as WordPress, Joomla, osCommerce etc.
