If you are facing an issue with your Stromonic hosting account sometimes you can feel lost, do not worry we are always available 24×7 to help you. When contacting our technical support team it is beneficial to make sure you have some basic information readily available as well as understanding the methods of contacting our support team.
Channels to get help
There are numerous ways to get help and contact us for help. We list the various methods below:
This should you be your first step when looking for help, we have a comprehensive and ever-growing knowledgebase containing answers to the most commonly asked questions and issues encountered. Browse to https://kb.stromonic.com and use the search box.
Submit a Ticket
We offer 24×7 technical support via our helpdesk which is manned by our helpful and friendly support staff. To submit a ticket, login to your client portal (Backyard) and navigate to Support > Open a Ticket. When opening a ticket include a description of your problem, the version(s) of software/application involved, any error messages and steps to duplicate a specific issue.
All support tickets are dealt in the same order as they are received so please avoid replying to your own ticket multiple times as every time you do so your ticket goes back to the bottom of the queue. We try to get back to you in less than 30 minutes and maintain an average response time of 40 minutes however depending on the issue at hand it may take longer.
For Sales & Billing related tickets we will get back to you within 24 hours excluding weekends as our Sales & Billing departments are closed during the weekends.
You may also contact us over Live Chat for issues related to our Sales & Billing departments we may also be able to take care of certain general support questions depending on availability of our technical support agents on chat. Do note, that the live chat is not our primary mode of technical support.
To receive the best possible support, it is beneficial to have all the necessary information prior to contacting us.
- cPanel username or the primary domain listed on the account
Gathering specific information can help us gain some insight into the issues you need help resolving. To do so here’s a basic guide of what information we’re looking for:
- Your domain name.
- A description of the problem.
- History of the problem.
- Any error messages you are receiving.
- Steps we can take to replicate the problem.
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