Technical Support

Welcome to the Technical Support section of our website. We're sorry that you've had to come here! But that's just because we try so hard to provide a product that is 100% satisfactory and doesn't need support. But we know stuff happens and this is the place to get help, no matter what the problem or question. Our fast, friendly tech support team is available to you 24/7/365 via Online Manuals, email, and trouble tickets. We'll answer your email or trouble ticket within 24 hours, but usually much less, an average of just 3 hours.

E-mail

Emailing Tech Support will generate a Trouble Ticket (see below) for your account. Email will be responded to the same way as a trouble ticket.

Trouble Tickets

Trouble tickets are used by our staff to assist our customers by tracking issues. You can submit a trouble ticket to us through your H-Sphere Control Panel or by email (see above). Just click on "New Ticket" near the bottom of the main page of your control panel. Trouble Tickets are important because they allow us to organize support requests according to priority and/or the order they are received from customers. This system also allows us to keep a history, so we can see if a particular problem keeps recurring either in the same account or anywhere across our system.

Phone Support

Unfortunately, providing support by telephone is more resource intensive and therefore is only available for emergencies like a website being down. If you call for a non-emergency support request, we will likely generate a trouble ticket for you. This is necessary to give fair, excellent service to all clients. It is also better because it gives us the time needed to research and troubleshoot your problem so that all requests will be answered more quickly. Please, if you're requesting support, do not call unless your website is down! Thanks for your understanding and cooperation.

Support Limitations

Atlantis Host's support staff will promptly answer all requests dealing with your hosting account and any software that we provide for you. However, we cannot troubleshoot third-party software beyond compatibility with our systems. We also cannot provide support for scripts thatwe provide, if they have been customized.