Off hours support information :: Advantagecom Networks

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Off hours support

This page was last updated Tuesday, March 17, 2009 03:39:48 AM GMT

Directions for how to run a traceroute

We have someone that is on call for your support needs during hours that regular technical support is not available. Off-hours support is only available for direct customers of Advantagecom Networks and authorized contacts for those accounts. It is available during hours not listed as regular support hours and on legal holidays.

There is a charge of $35 per incident for off-hours support, regardless of what day or hour it is used. It is in your best financial interest to only use off-hours support for emergencies that outweigh the cost of the service. You WILL be charged the off-hours support fee if you page us and we respond. The off-hours support fee will not be charged if the problem is a crashed shared server or network outage that you didn't cause. If your colocated server crashes and you need to use off-hours support, the off-hours support fee does apply. ALL other instances will incur the off-hours support fee.

Please use our normal support phone numbers during normally scheduled support hours. Please see our Contact Us page for phone numbers and extensions.

Also, please note that the information below on how to contact us during off-hours may change without notice. Please refer directly to this page to ensure you have the latest information. Please click "refresh" or "reload" on your browser. Thank you!

You can reach off-hours support by phone or email. If you have given enough information for us to contact you, a technical support representative will be in contact with you shortly after being paged.

If you would like to reach off-hours support by phone, you can dial 509-301-4932. In most cases, a live person will answer the call. However, if you reach voicemail, please leave a complete message including contact information, the best time to call, and a brief description of the problem. A person will be paged if you leave a voicemail.

If your phone number is outside the US, please send an email instead. We will not make calls to international numbers due to high rates charged by cell phone companies for international calls. We can receive international calls without charge, though, so if you have an emergency and you're outside the US, you can still call us, but we just won't make any return calls.

If you would like to page us by email, use a return email address that you know is functional, and follow the instructions below:

To access off-hours support by email, please email 5093014932@nospammers.ext and replace @nospammers.ext with @messaging.sprintpcs.com (this is to prevent spam being sent to this email address and clogging up the system). The message must be sent in plain text format with no images. Do not use HTML formatting or RTF formatting.

Carbon Copy (cc) your message to support@advantagecom.net so that we can view the full text of the message if it is cut off by the cell phone messaging system. This also gives us a message to reply to if you need a response by email.

If you are in the US and would like a phone call in response to your email, please include your complete phone number in the message. We reserve the right to respond by email rather than phone if you page us by email.

In the first line of the body of the message, indicate which method of contact you would like our tech support representative to use when responding to the page and your name. Please keep in mind that email may be delayed by email servers not under our control or network lines being down. This could delay the email being received or delay the response if you request a response by email. We reserve the right to respond by email rather than phone if you page us by email.

In the email, please include the following additional information:

Domain name and IP address (if known).

Username and password (if known).

A description of the problem, including any error message you get, what program is generating the error message, and what you were doing when the problem occurred.

Any other information you believe may help us help you.

Once the problem has been fixed, we will contact you to let you know that it has been fixed or if we don't have enough information to fix the problem, we'll contact you for additional information.

If you contact us to report a multi-customer affecting outage that we are already working on or have already resolved, we reserve the right to simply correct the outage without responding to your email or voicemail.