Hi,

We are making changes to our live chat service to help serve you better.

From Monday 14th December 2020 our Live Chat service can ONLY be used for new order queries. All support requests must now be made via the Submit a Ticket option found on our website under the Support tab > Submit a Ticket. Any support related queries made via our Live Chat service will be directed to open a Support Ticket via the option just mentioned. When submitting your ticket please ensure the appropriate priority is chosen. The 'High' priority option should only be selected in the event of a 'website down' scenario such as server down, website malfunction or DNS issues. You will now also be able to watch your ticket's progress live from within your Client Area. The status of your ticket will now change according to the state it is in at that present time. As an example, when submitting a ticket for support, the ticket status will change status to 'in progress' when an agent is working on your ticket and you should expect a reply soon.

The above changes have been made to help better support all clients and assist those with new order queries in a more streamline and timely fashion. Unfortunately there have been times where our Live Chat service has been overwhelmed by support requests resulting in delays in answering and resolving support tickets. This of course does not fit with our aim of providing the best support possible whilst providing exceptional value for money.

Thank you for your understanding and supporting us with these changes moving forward.

Regards,

SharkHosting



Sunday, December 13, 2020



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