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 email@example.com or firstname.lastname@example.org. 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. Images should not be sent in Word or PDF documents.
When requesting content updates, please be sure to include the exact page that the update is required on, a description of the content to be changed, and the new content that it’s to be replaced with. If you are sending images, please ensure the filenames are referenced.
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 or we can offer IT services through our parent company, ALPHA IT.
Our support department is available to V3 customers from 9am to 4:30pm Pacific time/10am to 5:30pm 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 the V3 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 are typically completed within 2 business days. If an exceptional rush is required, please let us know. If the rush request is received by 2pm Pacific time/3pm Mountain time, we will attempt to have it completed the same day.
If you are opening a ticket during black-out dates and your request is urgent, please either note that in your initial email or reply to the ticket that it’s urgent and someone will address the issue within 24 hours. Please note that there may be an additional charge for this service.
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.