What support options are available to me?
We have three main support methods available to all customers. Please see below for explanations of each.

1. Support Ticket Creation
   |Generate a Support Ticket|
   This is the fastest method if you need to contact support directly and allows you, the customer, to create your own support request. When you create your own support request, a page is immediately sent to a support administrator notifiying us that a support ticket has been created. There are three ways that this can be done:
   (1) From inside the H-Sphere control panel
   (2) From our Web-based form on this Web site
   (3) By sending an email to hostingsupport@cyerasolutions.com
   
2. Knowledge Base (KB) and H-Sphere Documentation
   |Enter the Knowledge Base| or |View H-Sphere Documentation|
   Our support personnel use the same knowledge base to which you have access from within your control panel. When you contact support, the issue is first checked against our knowledge base to determine if either (1) the question has a quick answer that can be found in the KB, or (2) if the issue is known and the solution or workaround is already posted in the KB.
   We encourage you to check the knowledge base first before submitting a ticket to our support department. This ensures that you will get the fastest response possible without having to wait for a response from technical support.
   You also have access to the H-Sphere control panel documentation via our Web site. If you are not familiar with H-Sphere, though it is very easy to use, it may help to review this documentation and refer to it if you have questions specific to how to do things with the control panel.
   
3. Video Tutorials
   |Go to Flash Videos|
   Our Flash tutorials make learning easy. No software installation is necessary - if you have the Flash plugin for your Web browser, you're all set to go. Learn how to get things done quickly and easily. Our tutorials have been custom-designed by our staff to provide clients with easy-to-follow, rich multimedia content that will allow them to learn how to do things visually. Many common support questions have been answered via the videos and more are always being added to our Web site.
   
4. Live Phone Support
   |Contact Live Support|
   This method of support allows for contacting a Level 1 support professional on the telephone and explaining your problem. Level 1 support will typically search our knowledge base and any additional documentation (H-Sphere documents, etc.). Most questions to our support personnel can be answered more quickly by checking the knowledge base and/or the H-Sphere documentation. If the Level 1 technician cannot answer your question or resolve your issue over the phone he or she will open a support ticket for you.

What is the fastest way to get technical support, and why?
The fastest way to get technical support, without question, is by submitting a support request directly, either from within your control panel (the best way), via the Web form, or via email. The reason we ask all clients to send support requests to us directly can best be explained by the following two examples.

Example 1: Using the Knowledge Base and Video Tutorials
You would like to know how to turn on FrontPage extensions on your Web site.
If you were to contact support, this question could quickly be answered, but the support technician would first open a ticket, with you on the phone, then answer your question, then close the ticket. The faster way to get this information would be either in the knowledge base or H-Sphere documentation, where this very answer exists. You can also view a movie that shows you exactly how to do this, step-by-step, in our Video Tutorials section.
Similar questions are, "How do I set up Outlook to get my POP3 email?" and, "How do I reset my password?"

Example 2: Creating Your Own Support Ticket
Your Web site is down.
If your Web site is down, the fastest way to contact support is via one of our three online systems: H-Sphere control panel, Web form, or email. This will immediately open a support ticket and page a Level 2 technician who will begin working on your issue. In this case, a Level 1 phone support technician may not be able to answer this question because the level of support required is greater, though he or she will attempt to look into what might be causing the problem. With a request such as this one, which we consider to be critical, Level 1 Support's primary goal is to create a ticket for you and get Level 2 Support involved. Submitting the ticket yourself saves time and gets the issue addressed immediately. There is no wait and no middle-man.