neotrope customer support
How to Obtain Technical Support
Neotrope® provides a dedicated Customer Support Web site for all hosting customers. The support site covers all common questions such as using your Admin Control Panel (ACP), how to enable e-mail in your Web browser, proper method of FTP access, and special instructions for using CGI scripts. It also includes a searchable FAQ archive.
The URL for this private support site is not listed publicly for security reasons, but is found in your "welcome" letter which provides your account information when you initially sign-up for hosting. If you've forgotten or misplaced the URL for the Support Site, please contact us and we will e-mail it to you.
Additionally, most of our hosting plans include a dedicated Customer Service Manager who will keep track of any and all issues related to your account, so you never have to explain something twice.
For current customers with technical questions, please describe your question or concern as clearly as possible, and contact us at:
support@NeotropeHosting.com
You may also call us during our normal business hours at:
(310) 373-4856 Phone
(509) 355-3090 eFax
Our phone support dept. is open from 7:30am to 4:30pm Pacific Time, and other variable hours evenings and weekends (and holidays). Please leave a message if we're busy helping other customers when you call.
Toll-free technical support and cell-phone emergency numbers, and the name of your dedicated Customer Service Manager, are found in your "welcome" letter, if applicable to your account plan.
We always try to respond to support inquiries within two hours or less, seven days a week.
Before you call . . . you should review all information on the Customer Support Site, as it provides information in far more detail than we can provide over the telephone.
Important Security Note
Neotrope does not give out account username and password information to anyone except the hosting account holder. If you are working with a third party, and want to provide that person/company with access to your account then you must provide them the information. Do not have them call us requesting the log-in info on your behalf, as we will only release this information to the account holder.
