We've got your back 24x7x365
No Fees - we include DNS, IP's (limited), backups/restores, and firewall changes at no additional charge in all of our offerings!
CLIENT LOGIN FOR SELF-SERVICE - To login to our control panels to maintain your hosted systems (DNS, Email, Websites, Backups, etc.), please click on the "Client Login" on the navigation at the left side of this page OR the top right of every page.
METHODS OF CONTACTING SUPPORT
1) Email - email@example.com - between 8am-5pm on weekdays this email account is regularly monitored. For after 5pm or on weekends, please use option 3 for support, unless your request is not of an urgent nature.
2) Phone support - is available between 8am-5pm, dial 604-638-6010 and press 1 for support.
3) After hours support - for support after 5pm PST or on weekends, please call 604-638-6010 and press 1 for support. You will be connected with an answering service who will take your name and number. The answering service is not able to assist you with your problem, but their job is to make sure that they give your name and number directly to one of our on-call technicians as fast as possible. This method is much better than leaving a message on an answering machine and waiting for a call back.
HOW WE SUPPORT YOU - What makes us different!
When selecting a vendor it is important to ask if you can get immediate access to someone who can solve your problem or if you have to go thru multiple levels or just check a website for system status. At Pacific Online we just have one level! Our support methods are mirrored to the experience that customers of Mercedes Benz have. Whether you have bought a used car or a top of the line sports car from Mercedes you receive the same amazing service. Pacific Online strives to provide the same service levels to our customers. Click here to read what our customers are saying about us!
WHAT'S INCLUDED WITH MANAGED SOLUTIONS
Every managed solution that we offer comes with our technical support and access to our senior technicians 24/7. Our support includes:
24/7 technical support
Remote hands and eyes
Automated and manual reboots
Automated and manual operating system updates
System monitoring (resources, applications and processes) and corrective action when required
Network based security protection
On-demand vulnerability assessment (additional fees for this service)
Server administration support (OS configuration and hardening, control panel support, support for popular 3rd party applications (eg. Exchange, SQL, CRM, SharePoint)
WHAT'S NOT INCLUDED
If we are hosting a custom application for you then we will work with their technical support teams should there be an issue. Otherwise we take full accountability for the hosting infrastructure.