FaberHost guarantees customer access to our technical support staff within our office hours. Telephone, email support, live chat support and online ticketing support are official methods of support. Any issue requiring investigation, research, or access to an account/server should be sent via the ticket support or email. With our standard SLA, our technical support should there be a problem with your server; rest assured that a qualified engineer will be working on the problem within 2 hours of being notified.
In the rare event that your problem cannot be solved within 2 hours you will be notified by ticket support. We provide a detailed overview of the issue and let you know when it will be resolved. You are kept updated with ticket support until the problem is resolved. An engineer's report with full details of the issue and resolution is sent to you within 12 hours of completion.
Our Guarantee : If we fail to provide details of the issue and resolution is not sent to you within 12 hours of completion, we will credit your account 5% of the monthly fee for each 60 minutes of on openning issue, up to 100% of your monthly fee for the affected server.