Getting Support

General Support Tips

We have an excellent set of resources to ensure that you receive the best support available. Below is a summary of resources to provide you with fast and efficient web hosting support. Please remember to try and explain your issue clearly and concisely with as much detail as possible. Whether you're posting in the forums or in a support ticket you'll find that answers come more quickly to questions that are posed with sufficient detail. If you're simply confused and aren't sure how to formulate the question most appropriately it's ok, just ask it any way you can and we'll help to the best of our ability.

Community Forums

Our community forums are a good place to meet other NEXCESS.NET clients and ask questions about web hosting (even if you aren't yet a client). While it's definitely not the place to get emergency support it does offer a good place to casually search for answers to your questions and/or post your question for someone else to answer. You'll also find it a great place to search for answers as many clients have posted questions there and had them answered.

Online Documentation and Tutorials

If you are looking for in depth explanations on how to use the various features of your hosting account check out our online tutorials. The tutorials explain step-by-step how to do general hosting related tasks and there is a vast library of script installation tutorials as well for a wide-range of scripts. If you'd like us to write a particular tutorial or have general comments about our tutorial section please let us know.

Support Tickets

Support tickets are the most efficient way for us to handle your support inquires. Support tickets, unlike phone in or e-mail correspondence allow us to have a threaded history of your issue so that all staff involved can be on the same page regarding the status and scope of your issue. That said we do understand that sometimes talking to a human works best and we will often call you back as needed to expedite.

In order to submit a support ticket just login to my.nexcess.net and click on the Support Desk menu item. Then simply click Add to fill out the support ticket. We will contact you promptly with assistance. You can alternately e-mail and this will auto-open a support ticket. If you are e-mailing the support address please include your domain name in addition to a concise description of your issue to help us take care of your request promptly.