Knowledgebase:
What are your support department hours/availability?
Posted by Brian F., Last modified by Brian F. on 02 September 2015 07:05 PM

Please see below for a breakdown of each departments official hours. Please note any department that is not staffed 24/7 has availability outside official hours, but that is subject to change:

Helpdesk (https://support.hawkhost.com) and Email Availability:

Support: 24/7 via helpdesk and email (support@hawkhost.com)

VPS Support: 24/7 via helpdesk and email (vps@hawkhost.com)

Sales: 24/7 via helpdesk and email (sales@hawkhost.com)

Billing: 24/7 via helpdesk and email (billing@hawkhost.com)

Abuse: 10AM-8PM EST Monday through Friday via helpdesk and email (abuse@hawkhost.com)

Tier II / Management: 9AM-11PM EST every day via helpdesk

Please Note: Our escalated support/billing departments, along with management departments, are reserved for issues that fall outside the scope of our level 1 departments. Please allow for additional time between replies/resolutions for any escalated issues as they usually require a more thorough investigation.

Livechat Availability:

Support: 10AM-6AM EST Monday through Friday

VPS Support: Not Available (Helpdesk/Email Only)

Sales: 10AM-6AM EST Monday through Friday

Billing: 10AM-6AM EST Monday through Friday

Abuse: Not Available (Helpdesk/Email Only)

Tier II / Management: Not Available (Helpdesk/Email Only)

Please Note: There are periods throughout the posted times where livechat will not be available. This can be due to a higher than usual chat/ticket volume or agent availability. Please submit a support ticket if chat is not available during the posted hours.

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