OMEGABYTE.NETWORKS provides varying levels of customer support appropriate the specific services we offer. We strive to provide useful assistance to all customers so that their online operations continue to run smoothly at all times. Our hope is that your service will adequately provide you trouble-free use; however we understand that there may be times when the assistance of technical support is needed. A detailed document providing specifics of what we support is available for download. Outlined below are the support levels included for the services OMEGABYTE.NETWORKS provides.

General support levels (applying to all services)
» Domain Name Server (DNS) support
» Email/Webmail support
» Shared Hosting support
» Dedicated Server support
» Co-location support

General guidelines for all services:

Priority of Support:
Support inquiries made to OMEGABYTE.NETWORKS are prioritized based on the seriousness of the issue reported. Support inquiries determined to be the fault of a system failure caused by an OMEGABYTE.NETWORKS' resource will be given the highest priority. Support inquiries relating to feature use, user education, or inquiries that could otherwise be solved by using the resources found on the OMEGABYTE.NETWORKS support website area will be given the lowest priority.

User Education/Training:
OMEGABYTE.NETWORKS' products and services are competitively priced and reliable in nature. The fees collected for our services do not permit OMEGABYTE.NETWORKS to provide "Internet technical training" that could otherwise be obtained from professional education, or from the documentation of a service, or from the documentation of a third-party software application. This includes third-party software applications like Email programs, FTP programs, etc. Also excluded are services provided by OMEGABYTE.NETWORKS partners. Example: OMEGABYTE.NETWORKS can not be expected to train a user on how to use Microsoft Outlook as this software is produced by a company responsible for its own documentation and customer support.

Domain Name Record Modification:
OMEGABYTE.NETWORKS does not provide customer support that involves assisting domain name owners with domain modifications unless the domain was purchased through our domain registration services. Any person owning a domain name has already paid for and is entitled to support and training from the company the domain was purchased from. There are hundreds of registrars on the Internet today; therefore it is unrealistic for OMEGABYTE.NETWORKS to attempt to train for, and/or reproduce modification instructions for each registrar.

Further, because we do not own customer domain names we posses no special power to modify them. Some customers may believe domain modification as the host provider's job, but it is not. Domain name modification is the sole responsibility of the domain name owner. Training and support for domain name modification is the sole responsibility of the company who sold the domain name registration services to the customer.

When OMEGABYTE.NETWORKS establishes a hosting service for a customer it is fully functional, and is available by IP address. At this point our services are considered "rendered" - whether a customer can view his service by domain name or not. OMEGABYTE.NETWORKS shall not be held responsible for satisfaction and fulfillment of services if a customer is unable to modify their domain with the company they purchased the domain from. A helpful tip for domain name modifications may be found here on our technical support website.

Telephone Support:
OMEGABYTE.NETWORKS provides telephone support for services that include the "telephone support feature". Telephone support is available for customers who meet the following criteria:

» Customer subscribes to a service that includes the "telephone support option".
» Customer has a previously opened support request that is older than 24 hours.

Telephone Support Hours:
+1 (512) 474-7900 (option 3)
(phones: 9:00:am - 6:00 pm Mon-Fri Central)
(phones: 12:00:pm - 6:00pm Sat & Sun Central)

Emergency/After-hours Support
Customers experiencing a support issue critical in nature (service inaccessibility, or security threat) should first open a support request using our Emergency Service Request Form and request a "call back". When an issue is determined to be critical, an OMEGABYTE.NETWORKS customer support technician will contact you by phone at the number you supplied in your request.

If you need additional assistance, please contact technical support using using this online form.

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