OUR RESPONSE TO THE COVID-19 SITUATION
Part of our strategy as a workplace has been to allow our staff to work remotely. This allows for flexibility in varying circumstances including what is going on in the world today. As a result, we are able to operate as normal while also doing our part in social distancing and just staying out of the way while the situation gets brought under control.
We may, however, experience higher than usual loads as requests are made to post notices and information on websites, etc..
We ask and thank you for your patience as we do our best to maintain service levels while also trying to maintain a level of normalcy for ourselves and our families.
Requests for website changes, content updates and technical support is available through our ticket-based support system. You may create a support ticket by sending an email to firstname.lastname@example.org or visiting the support ticket system at https://tickets.v3.ca. Requesting support or updates via any other email or method may result in inadvertent delays.
When opening a ticket for technical support, please be sure to let us know the domain that is affected as well as, if applicable, clear instructions as to how we can recreate the issue.
If you have an older legacy hosting account or Managed VPS that includes email hosting and you require assistance setting up your device or computer, you will need to contact your IT professional for assistance. Sample configuration settings can be found at https://tickets.v3.ca/kb/faq.php?id=7 or by logging into your webmail account.
Our support department is available to V3 customers from 8am to 4pm Pacific time/9am to 5pm Mountain time Monday through Friday (excluding stat holidays and blackout dates).
Technical support responses are not guaranteed outside of these hours, or on BC or Alberta stat holiday. We endeavour to respond to and resolve each technical support request within as short a time frame as possible. Technical support requests are typically addressed within 10-15 minutes of being received.
In the event that a major outage or incident that affects many users is taking place, we will endeavour to keep users updated via our Twitter account. This is used to ensure that we can get information out if necessary as well as in the event that any incident might be affecting our own systems.
Content update requests received before 2pm Pacific/3pm Mountain on regular business days will typically be completed the same day.
Off-hours updates MAY be available for a small fee. If they are available, you will get a response to your ticket stating that they are available and requesting approval to proceed.
Updates that require more than 30 minutes of work will be put into our production queue. Time to completion will vary but is usually within 2-3 business days unless the requested work is substantial. We will communicate with you on timing via the ticket.
Technical support response times may be longer on the dates listed below.
Content updates and production will not be available on these black-out dates.
- February 14-17, 2020
- March 20, 2020
- April 10-13, 2020
- May 15-18, 2020
- June 19, 2020
- July 1, 2020
- July 31-Aug 3, 2020
- September 4-7, 2020
- October 9-12, 2020
- November 11, 2020
- December 24, 2020 to January 4th, 2021
Please check back here for updates to this list.