The problems that application or service developers encounter vary widely, making it difficult to predict issue resolution times. The first-time response time of the after-sales support team is based on the support plan that you choose and the type of ticket submitted. It also depends on your issue. We can say, however, that we'll work closely with you and will use all reasonable efforts to provide an initial response within the following time frames.

If you are a paying customer with a valid account, you can open a web support case from our support center located at https://mydashboard.webhostingm.com/submitticket.php. If you have Business/Priority or Enterprise-level Support, you can request that WebHostingM contact you at any convenient phone number or start a conversation with one of our engineers.

If customers encounter issues after following our step-by-step documentation, they can provide details such as screen prints and logs through a support case. For high-severity issues, Business/Priority or Enterprise-level customers can chat with or call support to receive help in real-time.

In most scenarios, our support team provides detailed guidance through email. If necessary, support will use our screen-sharing tool to remotely view the customer's screens to identify and troubleshoot problems. This tool is view-only—Support cannot act on behalf of customers within the screen-share session.

Please note that the screen-share tool is not intended to assist with guiding customers through steps that are already documented. For security reasons, our support team cannot join screen-share sessions hosted by other third-party tools.

For now, WebHostingM Support is available in English and Japanese. For other languages, we will use automatic translation to respond. This might not be as correct as you would expect if we are native-born speakers of such a language.
We are working though, to bring in engineers with additional language skills.

If an issue is related to your WebHostingM account, we'll be happy to help you. For problems with a resource provisioned under their own accounts, your customers will need to contact us directly.
Due to security and privacy concerns we can only discuss specific details with the account holder of the resource in question.

Customers with valid accounts needing billing or technical support are encouraged to submit a ticket to get help from our engineers. Submitting a ticket allows our support team to connect your request to your account and access details about past issues, which helps us resolve your issue faster. Live chat is primarily for sales and immediate issues that can be resolved in less than 3 minutes. You can initiate a new chat from our chat page.

In the case that we are not able to resolve your issue we will collaborate with, or refer you to, the appropriate vendor support for that product. In some cases you may need to have a support relationship with the vendor to receive support from them.

For Business/Priority or Enterprise-level, WebHostingM Support can assist with installation, configuration, and troubleshooting of third-party software on the supported list. For other more advanced topics such as performance tuning, troubleshooting of custom code or scripts, security questions, etc., please contact the third-party software provider directly.

While WebHostingM Support will make every effort to assist, any assistance beyond installation, configuration, and basic troubleshooting of supported third-party software will be on a best-effort basis only.