• Monday, April 29, 2019

In order to improve the quality of customer service & response time, we’ve gathered some measures to deliver excellent customer service. We have created certain departments and want all of our valuable clients to proceed as per the instructions mentioned below:

 

Every client must open all the support tickets related to payment, billing, account, invoice, refund, Sales/New Order and Discount Coupon etc from "Billing and Account" support department. Also, want to remind you that it be answered during normal Business Hours Only i.e., 10 am - 5 pm IST.

 

Regarding our  Self Managed Services, the support ticket should be opened in "Self Managed Service" Department (Except for the rDNS setup for Self managed dedicated server). And it will be answered during Business Hours Only i.e., 10 am - 5 pm IST. The clients are not allowed to open the support ticket in any other departments apart from the mentioned department.

 

Coming to Self Managed VPS services, you can use the client area to take care of your services using the KVM  or the console. To open a support ticket related to these services should be opened in "Self Managed Service" Department. The clients are not allowed to open the support ticket in any other departments apart from the mentioned department.

 

Inquires related to Shoutcast reseller and Shoutcast, the support tickets must be opened in the "Shoutcast" department. To change or rename the username of a stream, AutoDJ, change your account from Shoutcast to Icecast you must open a support ticket in "Billing and Account" departments.

 

For all Shoutcast Dedicated Server clients, you have the root access to the server and most of the control can be done by yourself. And if still, you are unable to manage or facing any licence related issues, you can open a ticket in "Billing and Account" departments. For emergency reboot or hardware related to the issue, you must open a ticket in the "Shoutcast" Department 

 

For the design, Bulk SMS, SSL and other services the support ticket must be opened from  "Online Services" and these tickets will be normally attended during  Business Hours Only i.e., 10 am - 5 pm IST.

 

Most of the servers rDNS setting can be done from the client area. Please follow the below-mentioned tutorial for the instructions:

https://www.ucartz.com/clients/index.php?rp=/knowledgebase/1439/How-to-setup-rDNS-using-Ucartz-client-area.html

If you don't find rDNS option under your service:

  • In case of emergency

         Open a support ticket in either "General" or "Billing and Account", & this will be set up as soon as possible.

 

  • Not an emergency

          Open a support ticket choosing "Billing and account" Department, and this will be attended during business hours i.e., 10 am - 5 pm IST.

 

 Note:

  • Please avoid opening multiple tickets related to a single subject. Duplicate ticket and wrong support department will be chargeable additionally (3 USD per Ticket). All tickets must be open from client area only, we will no longer allow users to open tickets and any communication through the email address.
  •   Phone, Whatsapp, Telegram and Skype support can only be allowed for emergency purposes.

 

We request to all our clients to kindly follow as per the instructions mentioned above,  to ensure better and quality support, please co-operate with us.