It seems that support requests sent by email to support@hostony.com are all ignored! Only calls from the web form in the support pages of www.hostony.com are taken into account. It is unconvenient for us to always have to log into the support site. Furthermore the web form doesnt support attachments! Is that the way it should work? Any idea?

Please tell me your sender email address. It needs to be investigated more

Actually, I sent a support email long ago and got an answer like a few days later.

These people are busy dude.

Sorry, but the difference between email and trouble ticket is that email is much easier to lose. It's much harder to track emails despite the fact that supports checks out once again all email they got at the end of the shift. It is rather rare that email is got overlooked, anyway support are humans and sometimes may overlook it.

In case you don't get an answer within 8 hours it means that most luikely it was overlooked by this shift, though another shift may find it.

I recommend to use trouble tickets because they are trackable, you can always see a problem log and stick to resolving it.

arcadia
Please let me know your email and we'll try to help you.

Hi All!

I know support is busy but thats not the explaination: support emails are NEVER answered while my WEB CALLS are always answered! This has been going on for 3 weeks.

Alec: sender email is bruno.lhopiteau@arcadia-consulting.com

Tks