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What is the xcluzive's Support Ticket System?

The Xcluzive's Support Ticket System allows us to track support emails for our products such as Web Hosting, Domains etc.

When a ticket is opened by a customer, a support staff member is assigned to that request or ticket to assist and resolve the issue.

New tickets appear in the system as [Open]. Dialog between the customer and the assigned staff member is tracked in our system until the issue has been solved to the customers statisfaction. The ticket is then marked [Closed]. Replying to a closed ticket will automatically reopen it.

For emergencies, Yes. We have an after hours pager system for emergency contact. For normal support (non-emergencies), we offer 24X365 online support (knowledgebase and ticket system) and telephone support (with ticket required) during business hours.

Please note that the emergency pager system is not to be used just because you have something you consider urgent to discuss with support; it is only to be used if your site in completely non-responsive and appears to be down.

POP3. With any POP3 client like outlook express or thunderbird you can send and receive emails straight from your computer.

How long does my support last?

All active services get unlimited free support till the expiry of the service.

Yes. This ticket system can be accessed only after signing up. Existing customer requests will be higer priority and get solved much sooner.

Yes we do. We monitor our network, on site and remotely, constantly. If something happens to your site or our servers, we will know about it immediately.

Are my posts to the ticket system private?

Yes, all tickets are only seen by our support staff. We do not disclose the tickets to anyone outside the support staff.

If any of the content of the ticket is needed to be published on our site (like tips and tricks), we will inform you before publishing the same.

How do I ask a question that is not currently answered by this FAQ?

You can generate a support ticket if you have any questions and you are our existing customer.

If you are not our existing customer, please contact us by email. Our contact details are given at Contact Us page.

What's your name? Can I ask for you personally?

You may always ask for your contact personally. Our support center is fairly small. However, we see this as an advantage. Our support personnel are a close-knit group that communicate freely with one another.
You will never talk to one representative who promises you one thing, only to talk to another who contradicts the first. Moreover, we pride ourselves on being available to our clients, even at the executive level.

Are there any refunds on domain names?

There are no returns on domain name registrations without exception. You are required to make sure that you wish to purchase the domain names in your shopping cart. Once you click on "submit order" you are responsible for the payment of the domain. Even in the event the name is spelled incorrectly you are still responsible for it.

Please be very careful when registering names to ensure the spelling is 100% accurate. Once the purchase is completed it is 100% final.

If my registration fails will you still charge me?

If your registration fails for any reason you WILL NOT be charged. Your online statement will show up the funds in your account and you will be able to purchase any service against those funds or request for refund.

I need an invoice for the domains I purchased. How can I get one?

We do not provide an invoice for domain registrations or other services, however we give you a very comprehensive facility to view ALL of your domain transactions. You can print out any detail item and use that as your invoice.

How long will it take to have my site up and running after payment has been made?

Your account will be setup within 4 to 12 hours after the your payment has been made. If paying by Check or DD, your account will be setup as soon as your payment is cleared by the bank.

Do You Offer Credit Facilities?

No, under normal circumstances all products must be paid for at the time of purchase.

Is it safe to pay using Credit Card online ?

To pay us using credit card online is very safe. Upon checking out, you will be transferred to CCAvenue secure server where you will key in your 16 digits credit card number and expiry date. All credit number key in will be encrypted before it is transmitted via the Internet.

As you will only be keying the credit card in CCAvenue server and not our server, we as a Merchant has no knowledge about your credit card information at all. All credit card validation are make immediately online and only the final result that show whether your card is authorized for payment or not is transmitted to our server.

Are your payments secure?

Yes, our billing system is very secure, Check the lock on the bottom of your web browser to ensure server identity. We also use PayPal (www.paypal.com) and a Payment Gateway for credit card payments. They are both secure payment processors.

Can I pay you by check?

Yes, we accept PayPal and credit cards, checks and money orders. You can directly deposit in our bamk account as well and update us about the payment made.

Are there any extra fee? i.e. Setup, etc.

Absolutely not! there is not a setup fee, hidden or extra costs. Your price will remain the same as long as you are with us.

What happens if I forget to pay my bill?

Our payment system will automatically e-mail you a few days before your payment is due. Payments are required to be posted or recieved by the close of business on the due date.

Please note that your account will be suspended on 1st day past due if your payment has not reached our office. Any accounts that are 5 days past due can be deleted from our servers on the 6th day.

Each user signs up with PayPal and then enters their necessary banking and credit card information. Once registration is completed, your email address is all you need to send and receive money.

PayPal is owned by eBay.