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.

As of December 10, 2008, we now offer 24x7 Hosting technical support: 800-578-5003
Support via eMediaSales HelpDesk: Login or Review Knowledgebase

Support Contact Methods

• Hosting Services support including email, webmail, 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 Customer Miva Merchant Assistance: Our Miva Merchant experts are available for general assistance Monday through Friday 9AM to 5PM Pacific time to provide you tips and assistance with your Miva Merchant store. As your ecommerce package is a very technical piece of software, please understand that certain requests may require consulting services to be quoted. Please consult the following resources prior to contacting eMediaSales support:
    1. Miva Merchant documentation: Visit http://www.mivamerchant.com
    2. Miva Merchant user forums: Visit http://extranet.mivamerchant.com/forums/
    3. Online Helpdesk: Login to Create a Ticket
    4. Customization Quote: Please use our Quote Form for customization requests
  

Refund Policy

Shared Cluster Hosting Refunds
Shared hosting accounts carry a 30-day cancellation policy. Shared accounts that include Miva Merchant canceled before 90 days of service will incur a $75.00 cancellation fee to help cover our costs of your Miva Merchant license. Since we require no minimum commitment for the length of your shared hosting service, we do not collect more than one month of service in advance. Cancellations of all services must be made with at least one month advance notice. Therefore no refunds are available for any services.

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.

Dedicated and Colocation Server/Node Hosting Refunds
All colocation dedicated servers carry a minimum 1 year contract 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.

Hosting Plans: