Getting Technical Support and Requesting Website Updates

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 support@nullv3media.ca 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 are requesting content updates and have large attachments or a large number of attachments to send, please create the support ticket and note in it that you are sending the files separately.   Then, please use https://v3media.wetransfer.com to send your attachments noting the support ticket number in the notes.  That way it is less likely that attachments will be lost.   

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 9am to 4pm Pacific time/10am 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 holidays.  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.

 

 

 

Black-out Dates

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.

  • November 11, 2020 (please anticipate reduced capacity during this week)
  • December 24, 2020 to January 4, 2021
  • January 22-24, 2021
  • February 12-15, 2021
  • March 19-21, 2021
  • April 2-5, 2021
  • May 21-24, 2021
  • June 11-13, 2021
  • July 1-4, 2021
  • July 30 to August 2, 2021
  • September 3-6, 2021
  • October 8-11, 2021
  • November 11-14, 2021
  • December 24, 2021 to January 3, 2022

Please check back here for updates to this list.

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