Table of Contents
Service Direction / Introduction / Scope
At iCoreHosting, we are committed to providing timely and reliable support to our valued customers. This article outlines the specific details regarding our support response times, the scope of services during and after business hours, and the correct channels to reach us for assistance.
The scope of this document covers standard support inquiries, billing questions, technical configurations, and emergency situations requiring immediate attention.
Service Transparency
We believe in setting clear expectations. Our support team adheres to specific response windows based on the severity of the issue and the time of day. While we strive to answer every query as fast as possible, priority is strictly given to critical server and network issues outside of standard business hours.
Definitions
- Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8), excluding public holidays.
- Standard Support: Assistance for general inquiries, billing, hosting configuration, and scheduled migrations.
- Critical Issue (Emergency): Severe incidents such as server inaccessibility, total network downtime, or major service outages.
- Non-Critical Issue: General questions, minor errors, or billing queries that do not impact server uptime.
Description of Content: Support Channels & Timings
1. Standard Support (Business Hours)
Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT+8)
Typical Response Time: Within 1–3 hours
Included Services:
- General inquiries
- Account and billing issues
- Hosting configuration
- Scheduled migrations and updates (with prior arrangement)
Contact Channels:
- Support Tickets: https://www.icore.com.my/support
- Email: [email protected]
- Phone: +607-288 1230
- Telegram: https://t.me/icorehosting
2. Critical Support (After Hours)
Hours: Weekdays after 5:00 PM, Weekends, and Public Holidays.
Response Scope:
- Non-critical issues: Will be addressed by the next business day.
- Critical issues: Immediate assistance available.
Emergency Contact (Strictly for Server/Network Outages):
+60 19-742 9566
Common Mistakes
- Using the Emergency Line for Billing: The 24/7 line is strictly for server outages. Calling for billing issues after hours will not result in immediate resolution.
- Expecting Immediate Replies for Non-Critical Issues on Weekends: Routine inquiries sent on Saturday will be prioritized for Monday morning.
- Not Checking the Knowledgebase First: Many common configuration questions are already answered in our documentation.
Responsibility Breakdown
iCoreHosting Responsibilities:
- Maintain 1-3 hour response times during business hours.
- Monitor the 24/7 Emergency line for critical outages.
- Resolve confirmed network or server-side faults promptly.
Client Responsibilities:
- Use the correct support channel based on the issue severity.
- Provide clear details when opening a ticket to speed up resolution.
- Respect the distinction between critical and non-critical support scopes.
Support Information
For all tracking and history purposes, we recommend opening a ticket via our portal.
Ticket Portal: Click here to open a ticket
FAQ
Q: I have a billing question on Saturday. Can I call the emergency number?
A: No. Please email [email protected]. Billing issues are considered non-critical and will be addressed on the next business day.
Q: My website is loading slowly, but it is accessible. Is this critical?
A: Generally, slowness is an optimization or configuration issue, not an outage. Please submit a standard support ticket for review during business hours.
Q: What happens if I call the emergency line for a non-critical issue?
A: You will be directed to submit a ticket, and the issue will be handled during business hours. Misuse of the emergency line may delay support for genuine server outages.
Summary
iCoreHosting provides 1–3 hour response times Mon-Fri (9 AM - 5 PM). After hours and on weekends, support is reserved for critical infrastructure emergencies via our 24/7 hotline (+60 19-742 9566). All non-critical matters are handled on the next business day.
Use Case
| Scenario | Action Required | Channel |
|---|---|---|
| Client needs to upgrade hosting plan on Sunday. | Wait for next business day response. | Email / Ticket |
| Client's dedicated server is completely offline (ping timeout) at 2:00 AM. | Immediate Emergency Assistance. | 24/7 Phone Line |
| Client wants to ask about a cPanel feature at 2:00 PM Tuesday. | Standard Support (1-3 hour response). | Telegram / Phone / Ticket |
