- Can you tell me my email password?
Unfortunately no, your password is stored into an encrypted format. Once we have entered the password, we cannot see what it is. All we can do is reset your password for you. - What times do you offer support?
We operate by phone Monday to Friday 8 am – 6 pm excluding Public Holidays. Outside these hours we generally check our support system right up to 11:00 pm and from around 7 am each day. If a support ticket is submitted as a high priority, an SMS will go to our after hours support team. On weekends, our support email is continually checked although, unless it’s not high priority there may be a delay in responding to you. Our support team will assess the ticket case by case and depending on the ticket, we may respond within as little as 10 minutes. - How quickly do you respond to an outage?
Our systems are monitored 24/7 and if an outage does occur, our senior admins will receive an alert by SMS within 60 seconds. Our time for action is 10 minutes. Sometimes outages can be out of our control as a result of a third party which in this case, we will be in contact with the third party and posting updates to our facebook and twitter accounts. - Do you update my website?
Unless Perth Web Hosting has an agreement with the client, we do not update or make changes to clients websites. If the client asks us to update modules for their site, we charge a fee to do this. A support ticket needs to be submitted with a full description of what would need to be done. - Can you restore my site or database if I screw it up?
Yes, we can, however, often charges will apply. If the fault was caused by yourself or someone at your business we can restore the files for you at $119 per hour exGST. If Perth Web Hosting is at fault, we will waive these fees.
We back up our data every night and keep a record offsite for up to 21 days. Extraction of data can take anywhere between 2 – 4 hours depending on the size of the files.
Before doing any work on your site, please use the backup manager to do a site back up – and note that these backups are counted towards your quota.
Please Note:
Unless you are listed as an authorized holder on the account, we cannot change a password for you. You will need to ask the authorized contact to call us. This measure is undertaken for the security of our users.
