We’re proud of our fast, free, and friendly support. The best way to contact us is to use the form below. This will create a new “ticket” that we’ll use to track your question or issue until we resolve it. (Scroll down for other contact methods.)
Contacting us by e-mail
If you prefer to contact us by e-mail instead of using the Web form, you can do so:
- If you’re not yet a customer but you have questions about our service: firstname.lastname@example.org
- For billing questions: email@example.com
- For all other questions, including technical questions: firstname.lastname@example.org
Please be sure to include all the information shown in the ticket form above so we can respond quickly.
Contacting us by telephone
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 +1 (510) 527-3131.
Please have the ticket number ready (from the automated response you received when you opened a ticket or sent us an e-mail message).
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.
Contacting us by fax
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”.
Our postal address
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
When can I expect a response?
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 worst case turnaround times; we often reply more quickly.)
What we can help with (and what we can’t)
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 assistance troubleshooting bugs in scripts you install — those are the kinds of things that a Web designer or programmer would normally handle.
Our Twitter account is @TigerTech.