No response to help requests

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No response to help requests

Postby jon@armasoft.co.uk » Mon Nov 07, 2016 11:04 am

Have made 3 attempts to get help via the cpanel 'contact us' form and not received a response. I get the impression that the resulting emails are going to an unmonitored address.

Is anyone else having problems getting support for their hosting account?
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Re: No response to help requests

Postby jon@armasoft.co.uk » Mon Nov 07, 2016 11:20 am

Looks like the 'contact us' via cpanel isn't working, but I've tried via https://livecode.com/hosting/support/ which was in my welcome email.
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Re: No response to help requests

Postby dave.kilroy » Mon Nov 07, 2016 3:46 pm

Hi Jon - hmm, you used be able to get support from on-rev.com/contact-us - but that now redirects to http://livecode.com/hosting/

The following text appears in my hosting page when I log in to my LiveCode account - but if nothing else try support@livecode.com - also, have you tried using the Chat widget at http://livecode.com/hosting/?

We offer 24/7 email support to cover issues you may experience with your On-Rev hosting. You can contact us via our online contact form at:

http://www.on-rev.com/support/contact-us/ or alternatively email us at on-rev@runrev.com.

Routine support requests will be handled during working hours however if you have an emergency we are available 24/7. In order to get support out of office hours you must use "Urgent" in your email subject line, or choose "Emergency" from the support form.

IMPORTANT: Emergency support is for critical issues like your site going offline or being under attack. PLEASE DO NOT use the emergency support feature for anything else. PLEASE ENSURE the email address you use is the same email address you gave when you signed up for the service, otherwise an administrator will not be called outside office hours.
"...this is not the code you are looking for..."
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Re: No response to help requests

Postby LiveCode_Dave » Mon Nov 14, 2016 5:06 pm

Hi John,

Thank you for bringing this to our attention. I have updated the settings used by the contact feature included in cPanel. However, we recommend using the support form located at https://livecode.com/hosting/support/ as this has options for specifying what type of support you require, including emergency support.

-David
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