SUPPORT POLICIES AND PROCEDURES

Expert knowledge and extraordinary customer service is our number one goal. We provide voice, online chat, web and email support via our toll free number and our automated support systems. When you need support for our products and services, please contact us by the methods described below in order for us to provide you the best possible service. Our goal is not the quickest answer, but the best answer, so please be patient as we provide each and every one of our customers with the most attention possible!

Our support processes are different based on the product or service you have purchased from eMediaSales or from one of our authorized retail outlets. Please read this policy carefully when contacting eMediaSales, as using an incorrect contact method will cause delays in our support services.

Support Contact Methods

• Hosting Services support FTP, DNS, backups, etc.: Our primary support method is via our Online Helpdesk ticketing system. This is the best way to contact us for quickest support and in general will be our primary method of trouble resolution. Online chat and our toll free telephone will be used to collect pertinent customer information and generate a new support ticket. Resolution to your support request will be provided via the online ticketing system, regardless of the initial method of contact.
  
  Support via eMediaSales HelpDesk: Login
  Hosting technical support: 800-578-5003
  
  

Refund Policy

Dedicated and Colocation Server/Node Hosting Refunds
All colocation and dedicated servers carry a minimum 1 year commitment or as specified in your contract, after which we require 60-day cancellation notice. We do NOT offer any refunds on partial use. If you decide to cancel your dedicated server, you may continue to use the server until the end of the cancellation period, and charges will continue to be billed through the cancellation period. At our sole discretion, we may agree to cancel certain dedicated server plans with less notice, but in general we DO require 60 days notice. No refunds will be honored for any pre-paid months if you have paid for any service in advance.

At our sole discretion, we may apply a prorated amount towards your next month's service fees in the event of sustained non-planned or non-emergency service outages.