We're proud of our fast, free, and friendly support. If you have a question related to our service, we'll be glad to help. However, before you contact us, please try this first:
If those tips don't help, please use the form below to contact us. This will create a new "ticket" that we'll use to track your question or issue until we resolve it.
If you prefer to contact us by e-mail instead of using the Web form, you can do so:
Please be sure to include all the information we need so we can respond quickly.
Our primary means of technical support is by opening a ticket or sending us e-mail, as described above (here's why).
However, if you have an urgent issue that you have been unable to resolve by opening a ticket or sending us an e-mail message, you can reach us immediately by telephone at:
Our normal live, immediate telephone support hours are 9-5 Pacific time, Monday-Friday (excluding holidays). Outside these hours, telephone calls are handled as if you'd opened a ticket above: our staff monitor them for urgent issues and will provide a prompt callback or e-mail response within our normal time-sensitive ticket turnaround times.
Our fax number is +1 (866) 539-5032. This number is toll free within the US and billed as a normal international call from other countries.
Any DMCA notices should be sent to us via fax, attention "Legal Issues".
If you need to send a check or money order payment, or contact us by paper mail for any other reason, our postal address is:
Tiger Technologies LLC
PO Box 7596
Berkeley CA 94707
United States
Our support staff aren't backlogged like most companies. When you contact us, you'll receive a prompt answer from a real person.
In particular, we guarantee that if you're an existing customer who writes to us with a time-sensitive question before 5 PM Pacific time (8 PM Eastern), you'll always receive a real reply from a human being the same day, every day of the year. If you write to us after 5 PM Pacific (8 PM Eastern) but before 8 PM Pacific (11 PM Eastern), you'll receive a response the same day more than 95% of the time, depending on the complexity of your question.
For questions that aren't time-sensitive, such as billing issues, you'll receive a response within one business day or less.
(These are our minimum turnaround times; we often reply more quickly.)
To make sure we can help you, please always mention:
Here's an example of a message that doesn't include all the information we need:
Help! I can't connect to your servers.
This doesn't mention what you're trying to connect to, how you're trying to connect, or what happens when you try. We won't know if you're trying to publish Web site files, read your e-mail, login to the control panel, or something else. Those problems have very different solutions, of course.
Instead, try to write something like this if possible:
I'm the owner of the "example.com" account with you.
I'm trying to use Outlook 2003 to send mail from "address@example.com".
Although I can read incoming e-mail, I can't send outgoing mail. Whenever
I try, I receive an error message that says "Cannot connect to
server mail.tigertech.net; invalid username error 0x42424242".
I have changed the outgoing port number to 587 as mentioned on your
Web site but it still doesn't work.
I have also made sure that the username is all lowercase, checked the
"My outgoing server (SMTP) requires authentication" box, and made sure
that the "Log on using Secure Password Authentication (SPA)" box is not
checked.
Including this level of detail will make sure we can help you without delays.
We offer free support for any issue that's directly related to your account or the way our servers are set up. For example, if you're having trouble publishing files to our servers, or you have a question about your e-mail service, or your Web site isn't working as you expect, or you want to know if our servers meet the requirements of a certain script you want to install, just let us know.
Like all Web hosting companies, though, we unfortunately can't offer free help for general issues that aren't specific to your account or our servers. For example, we can't help you design your Web site or provide general programming assistance with CGI scripts — those are the kinds of things that a Web designer or programmer would normally handle.