Why we recommend written support (live chat or tickets) over phone calls for technical situations?

Hostico offers comprehensive support services, utilizing various methods to respond to the needs of our clients (tickets, chat, phone), ensuring a constant availability of technical operators. Written support (chat, tickets) is available non-stop, 24/7, while phone support operates for a duration of 16 hours daily (08:00 - 00:00) from Monday to Saturday.

Technical support often involves complex investigations and precise communication. Written methods, such as chat and tickets, allow operators to provide well-documented answers and conduct thorough checks in real time. Unlike phone calls, which can be less efficient in conveying technical details, chat and tickets enable users to send screenshots, code snippets, or exact error messages. This not only speeds up problem resolution but also reduces the possibility of misinterpretation of information.

Another aspect to highlight is the availability of extensive documentation provided by Hostico. Through written support, we can provide our clients with detailed articles that explain in detail each step of the various procedures. In addition, if you come back to us in the future, each member of our team will have access to the records of previous discussions, ensuring that we can provide you with the necessary assistance without having to repeat the details discussed earlier.

Nevertheless, we recognize the usefulness of phone calls and that is why we offer extended availability for this mode of contact. Before calling, we recommend that you analyze the situation and assess whether a phone call could lead to a more efficient resolution of the issue.