For technical matter, we usually will use the email ticketing system to reach liquid web support team. Its the best way to describe technical problema and ask for help. Phone support is quick, but it takes some patient and skill to communicate the problem on the spot, so we more prefer email ticket system.

Liquid web email ticketing system are standard. You have to visit the liquidweb homepage and go to support page and create new email ticket. Select the department for this issue/problem, and fill in your domain name and email and get your problem written in english. Send it out, and wait for the email ticket queue. Usually we getting reply shortly.. its depend.. sometime its within an hours. And from experience, our request or problems are solved quickly.

At liquidweb hosting, they have proprietary server monitoring system that do the same. When server downtime detected, their internal technical support team will resolve the issue and getting your server back to working state.

“Liquid Web Sonar Monitoring
Sonar Monitoring is a dedicated division of Liquid Web solely focused on providing service reliability and immediate incident resolution. The Sonar Monitoring team utilizes a robust set of proprietary system-level health and service monitoring tools to constantly ensure your server’s optimal performance through early detection of problems. In the event that an issue is identified, our Sonar Monitoring Team responds immediately, reducing downtime and repairing any issues proactively, in many cases before the client is even aware of the problem.“

“30-Minute Hardware Replacement Guarantee
Liquid Web guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem. In the event that this guarantee is not met, Liquid Web will issue a credit for ten times the actual amount of additional downtime.“

I had once facing some problem with my cpanel while setup my new addon website. I had created an email ticket and send to liquidweb support team. I have to use email ticket as liquidweb doesn’t offering live chat with support, they only have live chat with sales team.

The next thing i remember is that they did reply me in time. And follow by few follow up. The email ticket continue itself after more than 5 replies.. as its a big problem, a nasty one, odd type, one of its kind. While i was scratching my head, the liquidweb support team had help me solved the problem. It was really solved and didn’t occur again.

Well, as a customer, i does appreciate professional customer service. And its a joy when the technical support assist in solving your problem.