We are proud of our support response time and accuracy. In an effort to efficiently handle the volume of support and information requests we receive, we have implemented our web-based Assistance Center. We ask our clients' cooperation in using this powerful commnication tool to help us better serve our customers in a fair and equitable manner:

- All support and informational requests should be entered through our web-based Assistance Center. It's always available at http://help.5dollarhosting.com. Also, there are links on every page in our Support area, in your Control Center, and in your Welcome Letter.

- Support requests may now also be entered by sending an email to support@5dollarhosting.com. The preferred method is to use the web interface, since you will be able to track requests, review past requests, and use the Knowledge Base. With the release of the new Assistance Center we can now process direct email and enter it in the support queue.

- The use of the 'Emergency' indicator in the Assistance Center should be reserved only for the most serious problems with your account or our network. For example, while forgetting your login password may be a serious problem, it is not considered an emergency if your site is up and email is flowing. Requests that are not truly emergencies according to our criteria will be handled in the order they were received.

- Non-emergency support and information requests have a standard turnaround time of 6-12 hours, and never more than 24. As most of you who have used the Assistance Center are aware, we generally are much, much faster than that. However, because the volume of requests is not constant, the amount of time you wait for a response may vary significantly from one day to the next!

- Customers who call our support telephone # and have not yet placed a Support Request in the Assistance Center will be asked to do so before receiving any support, and they will be helped in the order the request was entered into the Assistance Center. We feel it is simply not fair to assist one customer ahead of another just because they phoned us rather than using the systems in place for support. Also, as many support requests require research, testing and/or troubleshooting by our technical staff, resolution is not always possible during the short duration of a telephone call.

We are pleased that our support and resolution times have been among the fastest in the industry, and our reviews and customer testimonials bear that out. Our streamlined Assistance Center, excellent documentation, and online resources and tools have all helped to enable us to provide you with rapid, knowledgeable technical support and we are committed to upholding this tradition as long as we do business. We appreciate your helping us continue this by using the Assistance Center for your requests.