Here at Dryline Hosting, we have two options set up for handling support requests.. First is our community forum, specifically, this topic:
http://drylinehosting.com/forum/viewforum.php?f=5
This is the place to post issues needing support that are not sensitive, such as things involving security issues (passwords, etc.). This will encompass most support issues. What will happen is that the more people use this area for support, the more the board search feature becomes more usefull and future support needs might already be covered here. This board already has a ton of information to help, and will continue to grow. Think of it as a big support library where you can find all sorts of answers without waiting.
The second option is for more sensitive support issues that should not be posted publicly, we have a place where you can submit support tickets in the secure Accounts Management area here:
https://drylinehosting.com/secure/
Anything that is security sensitive or just plain private should be submited via a support ticket there.
All support that is not password sensitive or sensitive in any other way, should be posted into the "Support" forum for the betterment of the community. Dryline Hosting uses a community based support model as well as a support ticket system. Our vision is to build a vibrant community all working together and helping one another. There's an old expression - "help and be helped". That applies here at Dryline Hosting. The more we all make use of the forum, the better of a resource it will become!
So to receive support, you should follow this order -
(1). Look through the Knowledge Base area for articles and walk-throughs.
(2). You can also search through the forum database.
(3). If you can't find your solution, post your question into the "Support" forum.
(4). If your support question is password sensitive or sensitive in general, please open a support ticket in the support area.
PLEASE NOTE: For support, please don't send our staff a personal message [PM] through our forum, or an email, or calling our personal phone number. The PM feature is not for technical support. Please also don't PM our staff on other forums we happen to be a member of for support needed here. We have set up support channels for everyone to use here, and it is necessary to use them for us to effectively give you support, particularly as we grow and bring more staff onboard. We LOVE to assist you with whatever we can! Please help us HELP YOU by using the support channels we have in place here at Dryline Hosting. This will insure you get the fastest and most effective help possible.
In the past, many of you have just emailed us at one of our email addresses here at Dryline Hosting, or even on our private, personal email addresses with support questions. Don't get us wrong here, we haven't minded helping you via email in the least.
The issue at hand now is that the volume of email we get (both support and non-support including SPAM) is becoming unmanageable to handle any support via email. The end result is that you may be stuck waiting much, much longer than need be to get some help. There also is the added fact that email is NOT secure!
We are now requiring that all future support issues be submited through the above established channels, and not by emailing our staff directly at either their personal email addresses or any Dryline Hosting email address.
This will help us help you faster, and will ensure something important that you need doesn't accidentally get deleted with the spam. We would feel terrible if that happened and a clients needs were not handled!
Any future email requests for support will be replied nicely to with links to the areas set aside for this. By going thru the designated support channels, your support needs can be addressed in a much more timely and effective fashion.
We hope everyone is understanding of this. We don't intend for this to be considered harsh in any way. Just that we are growing here at Dryline Hosting and for us to continue to be effective in administrating things, we need to have the areas set aside for support utilized.
Also, if you do submit a support ticket, the system will automatically email you when a response is updated. Please do not reply to that email, it is an automated no-reply email address and replies to it are automatically deleted by the system and your support ticket will not get updated, AND most importantly, we won't see your response. It is necessary to log in to the Accounts Management area and update your ticket there if you need to respond. THANKS!
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