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    GENERAL - Support Tips

    Here you will find a brief overview for contacting support, along  with several tips for getting a timely and effective response from the  AtHomeNet Support Team.

    • Let's start with response time. Our target for case turnaround-time  is a maximum of one business day (Monday through Friday). We always aim  to answer each request as quickly as possible, of course, and frequently  beat the 24 hour turn around time by a substantial margin. It may also  occasionally take longer than 24 hours -- especially during peak  periods, such as after the launch of new features/enhancements, during  extremely active sales seasons.
    • The best way to contact support is by using the 'Contact Us' link  from within the private area of your web site under "Admin Only". If you  are not able to use the 'Contact Us' link from your web site, then  email us directly at support@athomenet.com
    • If you are contacting us from the AdministratorHelp.com web site,  then please be sure to identify your web site by providing your  community name and web site address. A surprisingly large number of  emails come in each day with no way to identify the community associated  with the question. As you might imagine, this makes a meaningful  response more difficult.
    • At present, customer service representatives work Monday through  Friday (7:30AM to 7:00PM EST). Support emails are monitored over the  weekend by our Support Team. Critical issues such as server outages are  monitored by AtHomeNet's Networking staff. If such an event were to  occur, the Networking team along with AtHomeNet's Management team are  immediately notified of the outage and the appropriate steps would be  taken to resolve the issue.
    • Be aware of peak periods and slack periods. Highest volume of email  occurs on Monday. Volume is lower, and turnaround-time is potentially  quicker mid-week. So if your question is routine rather than urgent,  take advantage of this and consider writing mid-week.
    • Be as succinct and as specific as possible with your questions. If  the support team has to make a guess as to what the question is, then  the answer is less likely to be useful and meaningful.
    • It is important to provide whatever background information will be  required to answer your questions fully and quickly. For example, please  include pertinent feature names, modules and date which correspond to  your question, etc.
    • The most common reason for an administrator to not receive a  response to their request is that their email program has been set to  filter certain types of mail. In other words, a response is sent, but it  ends up in the recipient's 'junk mail' folder. So, be sure to double  check your email filters to allow email sent from support@athomenet.com.
    • Finally, every case is answered by a real person. So, if you ever  get a reply that doesn't meet your satisfaction, please reply directly  to that email. This will send your response to the person who originally  answered your email and is already familiar with your account. This  prevents duplication of research and speeds things up. Also, be sure to  explain what was lacking in the original answer.
    • We hope these tips will prove useful -- and, as always, we welcome your feedback.

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