Premium Support

Here at DreamHost we mainly provide support through e-mail. We do however have a premium support feature wherein customers can request a Live Chat with a tech support representative or a callback from our technical support team.

Activating Premium Support


To activate premium support, just log in to your account and click through to the "Support/Contact Support" tab. If you would like to add Premium Support to your account, just check the "Phone Callback / Live Chat" [[media:Callbacks-Checkbox.jpg| checkbox]] (as seen on the right) near the end of the submission process, fill out the additional information and submit your message. If you don't actually need a callback at the time of submission, just say so in the ticket before you submit.

By requesting our Premium Support feature you agree to the $9.95/month charge for this service which provides for up to 3 callbacks per month and unlimited use of our Live Chat support service ( please note that Live Chat is only available as staffing permits ). You can cancel this service when you no longer need it via our control panel under menu option (BILLING > MANAGE ACCOUNT). If it is not canceled it will auto-renew each month.

Callbacks
Can't figure out how to upload files to your website via FTP and need a little bit of hand-holding? Request a callback! Make sure you're available during the window and someone from our technical support team will call the number within the time window and walk you through whatever problem you're having!

Please note:
 * We do NOT provide a call-in telephone number, all phone support issues are handled as callbacks.
 * We do NOT provide callbacks in any language other than English. We apologize to our international customers.
 * We do NOT provide callback support for numbers outside the United States and Canada. We apologize to our other international customers.
 * We no NOT provide callback support for Security, or Abuse, related matters, as a full written record of all communications regarding these things is required.



LiveChat


LiveChat is a new support service we have implemented to help get you faster support. To open a LiveChat conversation with a support technician just click on the "Chat Live" button at the top of your Webpanel page



The LiveChat windows will popup from your Webpanel and display this page.



By opening the LiveChat Window, a signal will be sent to the techs on our end that you have a question. Within a few moments you will be connected and be shown who you are chatting with. You may want to start typing your question while you wait for a technician to pickup the chat.

If your issue requires further looking into the technician will instruct you to open a support ticket so that an admin / developer can investigate your issue as not all support issues can be resolved properly via chat.

All Chats are stored in your Webpanel's Support History page in case you ever need to go back to it later.

The Ghostery tracker-blocking plugin interferes with correct launching of Live Chat windows sometimes. It is necessary to stop all blocking on panel.dreamhost.com, not just pause blocking, to get it to work.