Free Support

FREE SUPPORT

SW Hosting offers you a support department that will answer all your queries for free. In order to contact the support department, you must use the SWPanel tool.

How does free support work?

The SWPanel tool has a section where you can contact the support department. Your queries and our responses are shown in "chat" format where each question has its answer. You'll quickly find this option in the support menu located at the top right of your SWPanel: Help Center -> Support Center -> Chat with support (Free Wall).

How do I create a free support query?

To create a query, simply follow the following 3 steps:

1. Write your query in the box intended for this effect.

You must write the query, your question will be interpreted in natural language and will offer you all the possibilities and help options that are related to your query.

2. Select from all the results that SW Panel shows you the answer that best suits your need

3. If you do not find the answer that solves your question or doubt, at the bottom you will find the option to transfer your question directly to the support wall.

A conversation will be opened directly with a SW Hosting support agent, who will find the best way to help you and answer your questions.

What is a free support conversation?

A conversation is a block in which all the questions and answers related to a topic that you have opened are grouped. Whenever you want you can add a comment to a conversation or an additional question. The moment you do, this conversation will take on the most relevance and will be located at the top of your free and open support tool so that you have immediate access to it.

What do the colors of the conversations mean?

Colors are used to identify the type of conversation and the status of the conversation.

Yellow conversation: They are conversations that are not active, they are always collapsed and you must open them using the arrow at the top right to access their content.

White conversation: It is the current conversation, the one that is active and being discussed. This conversation will always remain open until a new conversation is added or an old conversation is reopened.

The colors within the conversation indicate who wrote this comment. The color blue will be applied for SW Hosting support operators and the color green for the comments you write.

How are the conversations arranged?

They are ordered by seniority, with the most recent being the superior ones. To order a conversation, use the date and time of the most recent comment.

Can I delete conversations or comments?

You cannot delete conversations or comments, they are all saved as a history.

How long should I wait to receive a support response?

There is no maximum time in the response through the tool intended to offer you free support, the availability criteria of support agents apply. SW Hosting guarantees that all queries will be answered and will provide the necessary means to deal with them in the shortest possible time. You should bear in mind that the support wall is not a chat, so don't expect an immediate answer to your question.

What level of support can I expect through free support?

The operators of the free support are trained to offer you support level 1. If you want more specialized support or contact Systems Engineering, the wall is not your tool. There are service levels that allow the hiring of level 2 and level 3 support. If you do not have this type of services, SW Hosting will only provide you with level 1 support and tools so that you can carry out the actions of removing, reinstalling and re-creating your services.