From November 1, 2008 through February 1, 2009, our support hours have changed from 24 Hours a Day to 9am to 6pm, Eastern Standard Time, Monday through Friday.

After hours and weekend support will be provided when available but we can only guarantee immediate support during those times and days mentioned.

EXPEDITION OF TICKETS: When tickets are submitted without details to access either your admin area and/or your cPanel, your ticket may take longer to resolve. Be sure to include ALL details within your ticket to prevent a delay in your issue being resolved.

 [1] Users Manual and TroubleShooting Section

Thoroughly covering all areas of the script, our Users Manual will introduce you to your script and help you along the way get more acquainted with your management system. Inside the manual are flash tutorials of areas that are better explained 'in vision'. If we see a need for an area to have a flash tutorial that may not already have one, one will be created to ease the solution.

V2 Users Manual [ undergoing rebuild ]

V3 Users Manual [ undergoing rebuild ]

 [2] Open User Forums

Access the Open Forums

Feeling that solutions are better provided from first hand experiences, the users forum can be a wealth of knowledge and information to beginners and to seasoned script users. The vast variety of webhosts that use the script can reflect in a array of different approaches to achieve your solution - successfully. Everyone has their own way of solving issues, some prefer open forums as opposed to a non-responsive manual - for those users, feel free to browse our forums.

Be sure to follow these simple steps to easy solutions in the forum

Provide all steps to recreate the problem

Provide the current version you are running in the post

ALL details pertaining to the issue, leave nothing out

Is it a one time issue or can it be reproduced each time

 [3] Licensee HelpDesk

Click to Access the HelpDesk [ Open to ALL License Holders ]

Your license key MUST be provided for script support

The helpdesk is open to all licensed users of the script that have active support remaining on their license. Please feel free to submit a helpdesk request for any issue that you cannot find a solution to in any of the above channels or, if an issue is unresolved in our forums that will require further information that should not be provided in a pubic forum. If you have posted a forum question, please be sure to include that link in any request opened so that we can post our solution there as well to help others who may encounter the same issue in time.

All tickets will be answered in a timely manner, in the order received. Please do not submit multiple tickets on the same issue or 'bump' your unanswered ticket if it is not responded to. Any ticket or issue that is 'bumped' will be moved out of rotation to the end of the list.

When submitting tickets, please allow ample time for responses to your requests. Although most tickets are responded to immediately, please allow up to 1 - 2 business days for a total solution to your request. ALL requests submitted via our helpdesk are guaranteed a response.

SUPPORT POLICY: If your support & downloads time has expired, you will be required to renew from the license management area to receive support or access to current or, future release builds of the product for your installation. This applies to ALL licenses except leased keys.

 [4] Phone Support

This is a FEE Based service and is not always available

WHM AutoPilot does offer telephone support at a rate of $100 per incident to all licensees of the script. We offer many 'free' channels of support as to where telephone support should be the last channel used if all others fail. If an issue arises in a ticket or forum request, and the staff of WHM AutoPilot requests your phone number to call you, there is no fee for that call. The per incident fee is only charged when the user initiates the request for a phone call to resolve a high priority issue.

When requesting phone support, please be sure that you have a Microsoft operating system with Internet Explorer and can actively view the internet at the same time of having a telephone conversation.

To request telephone support, please be sure to have a PayPal account and everything available ( incident wise ) before submitting your request. Please note, phone support is only available Monday through Friday, between the hours of 10:00am and 3pm EST, holidays and weekends excluded. Each call will be limited to 1 hour and this fee is non-refundable. Please note that if we feel telephone support is not needed, we will deny the call and provide as much support required via the ticket system.

 REQUIRED: For phone support, you must have an active support agreement for your license or your request will be denied immediately

 Direct Email Support

This Option Is Not Available

Email based support requests are not the best methods to request technical support on the product. We recommend utilizing the online helpdesk as opposed to email support so that there is an online record of all communication on the issue for future reference.