Get Help - Contact Support

We are a 100% Carbon Neutral Web Hosting Community

Sustainable Websites shared hosting is a self-service plan. The servers are set up with the best of breed, stable, market-leading, and time-tested software. The servers also have monitoring and alerting software. In addition, our technicians are monitoring the servers 24 hours a day.  When you email with them, they will provide a concise, technical answer assuming you have a high level of competence in what you're doing. If you are ever confused by what our technical support engineers are saying to you, please ask in a clear and concise way - so that our engineers' answers will give you the information you need. And, "google is your friend" - please try to look up any words that you do not understand - you will find it educational.

If you need a little extra help and handholding - check out our tutorials and personalized instruction that is available. Please hire one of our consultants (who are teachers) for a one on one training session, or participate in one of our group classes. While our technical staff always will do their best to help you, no matter what experience level you have, their primary responsibility is maintaining the server and diagnosing problems on the server level. They may not be able to help you with software you have installed on the web server from another vendor, local connection problems, software installed on your local computer, programming help, marketing and search engine help, or problems with your ISP's or your business parters' networks. We realize that these other issues are frustrating, but they are technically beyond our scope of services. As always, we will do our best to point you in the right direction.

As a customer, you have the following responsibilities:

1) Configure your account as you wish via your control panel. Keep your alert email address there up to date. The first thing you do should do in diagnosing any problem is look at your control panel indicators, including the available storage (for both files and for each email account), and the error log.

3) You are on a shared server. Be a good neighbor. Ensure that the programs you install conform to our Acceptable Use Policy (AUP) and do not degrade the performance of other people's hosting on the same server. Any violations may result in the immediate suspension of your account. Don't force us to stop the car for the other kids!

4) You are part of a greater community of the Internet. Ensure that the programs you install are good neighbors to the rest of the Internet. Do not install unsolicited commercial email (spam) software, malware, or illegal file sharing software. Make sure that your software is always up to date with the latest security patches so that it cannot be compromised. Change your password regularly and keep it in conformance with best practices (12 characters, mixed case, a number, and a symbol)

5) Learn about all the features that are provided in your control panel, and what is possible via web design and programming, with all the great resources that are available at our site, in our knowledgebase, and elsewhere on the world wide web.

When you communicate with our technical support staff, please include as much information as possible, including passwords and step-by-step instructions on how they can reproduce your problem, including domain names, web addresses, and your first and last name. The first email you get will likely contain questions asking for more information so that our team can help you. It is very important that you answer those questions so that we can help you.

For all email issues, we will need a bounce message with full headers, the email address that is having the issue, and the password for that email address. Please read the email category in our knowledgebase which explains many common issues.

Any abuse of our staff, including swearing or threatening speech, is not appropriate, and may result in the suspension of your account. We realize these issues can be frustrating, but it is not appropriate to take it out on our staff.

You can escalate any issue by asking for the help of a support manager in any email. Support managers may only be available during office hours, US pacific time.

Thank you for reading this article, and we are looking forward to productive communications between you and our team.