3Essentials provides support via:

Check for scheduled maintenances and unplanned outages:

• Check our System Status area within the MyAccount section of our site.  Here you'll find any planned maintenances or unscheduled outages are posted.

Search our Knowledgebase

• Our knowledgebase has a vast variety of articles which cover a wide vaeirty of topics. Many of the common problems you may encounter while working with our services or site are documented for your convenience.
  
   
• Find the knowledgebase at knowledge.3essentials.com

Get Help via Email / Web-based ticketing, Chat, or Phone

• Email/Ticket, 7x24x365 via email or web, see SUBMIT A TICKET at http://3essentials.com/support.asp
  
  • You can expect our support team to respond generally within 1-4 hours, not 24 hours like other hosting companies.
     
  • If your request is a basic in nature, like a password reset, a feature/function question, our team will have that response to you right away.
     
  • If your request is more complicated and requires research, testing and investigation, our team will keep you updated as they progress. 
     
  • The toughest problems are escalated to our Escalations Team; think of them as the Army Rangers of support. 
     
• Chat
  • ​On any page of our website, you'll find a Live Chat Online link.  Here you'll find:
     
  • SALES: 9am - 5pm Sunday through Saturday (7 days a week) our sales team can will field your questions on our services.
     
  • SERVER SALES: 9am - 5pm Sunday through Saturday (7 days a week) a server specialist can field your questions about our Cloud Server solutions and Dedicated Server solutions.
     
  • TECHNICAL SUPPORT: 7x24x365 our technical support team will help existing customers with any support related concern.
    
    • ​Please note that if all chat agents are busy helping other customers, you may be prompted to "leave a message".  Leaving a message automatically opens a ticket for you in our Email / Web-based Ticketing system noted above, where you'll receive a response as described there.
       
    • For complex issues that require research, testing and investigation, our team may need to open a support ticket for you to track the issue while they perform that research, or assign your request to another team member more knowledgeable with more relevant technical expertise.
• ​Phone
  • ​Mon - Friday, 9am - 5pm EST, our Support, Sales, and Billing teams are available to speak to you via phone.  See our number at the top right of our site.  

Customer Service Management

• If for some reason you find you are not satisfied with the quality of support at any time, notice that at the bottom of each team member's ticket/email response are instructions on how to contact our Customer Service Management team.  The CSM team isn't just a bunch of customer service representatives grouped together to handle wrinkeld customer experiences; The CSM team is the actual managers of our operations and support teams.  The actual managers empowered to fix and change things, and with the technical experience to actually fix complex issues.  While we strive to be perfect, we realize we're human and we may occasionally drop the ball. By contacting the CSM, you have the ability to tell our management directly when we have dropped the ball, so we can recover it, and get things moving forward again. 
   
• The CSM team will review and respond to communications within 24 business hours of your submission.