How to Get Help When You Need It
At Media Giant Hosting, we provide 24/7 tiered support to make sure your issues get resolved quickly and efficiently. Whether you need an answer right away or deeper troubleshooting, we’ve got the right support channels for you.
Our 3-Tiered Support System
Tier 1: AI-Powered Chat Support (Instant Answers, Available 24/7)
- Our AI assistant is always available to help with common questions, guide you through basic troubleshooting, and link you to relevant knowledge base articles.
- If your issue requires human support, the AI will escalate you to a Tier 2 agent automatically.
Tier 2: Human Customer Service Representatives (Available 24/7)
- Our real human support agents are available 24/7 to assist you.
- They can help with technical troubleshooting, billing issues, account changes, and website-related problems.
- If an issue requires deeper investigation at the server level, they will escalate it to Tier 3.
Tier 3: Web Server Administrators (Escalation Only)
- If a problem requires server-level debugging or security intervention, Tier 2 agents will escalate it to our Web Server Administrators.
- Customers cannot contact Tier 3 directly—our team determines when an escalation is necessary.
How to Get Support
Option 1: Chat Support (Recommended for Quick Help)
1. Click the chat icon in the Media Giant Hosting Client Portal.
2. Start chatting with our AI-powered assistant for instant answers.
3. If the AI can’t solve the issue, it will escalate to a human Tier 2 agent, available 24/7.
Option 2: Submit a Ticket via the Client Portal
1. Log in to the Media Giant Hosting Client Portal.
2. Click Support Tickets from the main menu or profile menu.
3. Click Open Ticket and select the relevant department (Technical Support, Billing, etc.).
- Fill in the subject and details of your request:
- Be as detailed as possible (include error messages, troubleshooting steps, and what you need help with).
- (Optional) Attach screenshots or files to help us understand the issue.
- Click Submit—a Tier 2 agent (available 24/7) will pick it up and respond.
Option 3: Email Support (Must Be From Your Account Email)
- You can send an email to our support team, but it must come from an email address associated with your Media Giant Hosting account.
- If the email doesn’t match your account, our system will reject it automatically for security reasons.
- Your email will generate a ticket in our system, which a Tier 2 agent will respond to.
How Fast Will You Get a Response?
- Chat (AI-Powered): Instant answers to common questions.
- Live Chat with a Tier 2 Agent: Usually within minutes.
- Support Tickets (Email or Client Portal): Most tickets get a response within a few hours.
- Escalated Tier 3 Support: Complex issues may take longer, depending on the severity.
Need Help Now?
- For quick answers, start with our AI-powered chat.
- For troubleshooting and billing support, open a support ticket.
- For urgent issues, submit a ticket and mention the priority level.
Need assistance? Our support team is available 24/7—open a chat or ticket anytime!