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No response to help requests
Posted: Mon Nov 07, 2016 11:04 am
by jon@armasoft.co.uk
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?
Re: No response to help requests
Posted: Mon Nov 07, 2016 11:20 am
by jon@armasoft.co.uk
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.
Re: No response to help requests
Posted: Mon Nov 07, 2016 3:46 pm
by dave.kilroy
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.
Re: No response to help requests
Posted: Mon Nov 14, 2016 5:06 pm
by LiveCode_Dave
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
Re: No response to help requests
Posted: Thu Oct 05, 2017 11:22 am
by delorme
Hi from France
Could we have an online service request log which would trace our tickets with dates, questions and replies?
This would solve the kind of "mute support" problem.
Regards from Jean-Marc