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Support

The EveryWare Support and Operations Team is available to support you with any technical questions or issues regarding our services. The following information applies to standard support for the “Cloud” and “Network & Connectivity” services. If you’d like more extensive support services—such as 24/7 support with fast response times—we’d be happy to discuss your options with you in a personal consultation.

Regular support hours: Monday through Friday from 8:00 a.m. to 6:00 p.m.

Contact EveyWare Zurich
: Click here for the support form. Priority support.
T +41 44 466 60 00

For all other locations (Bern, Pully, and Geneva), please refer to your contract documents for contact information. 

Response times
: Support form: Typically within one business day.
By phone: Typically within two business days.
Express support: For urgent support issues, we offer an optional express support ticket, which is processed within four hours (subject to a fee).

Support services include

  • Internet access (DSL, fiber)
  • Email issues
  • FTP/SFTP access
  • CGI/Perl script integration
  • Web statistics
  • Database connections


Administrative Inquiries
For quotes, orders, questions about invoices, and other administrative inquiries, please contact us via the contact form.

 

Paid Support
For complex requests that require more than 15 minutes to resolve, we will bill you for the time spent. Such requests include, among other things, server-side configurations, client-side configurations, testing, customizing, and deploying CGI/Perl scripts, as well as troubleshooting email issues. Our hourly rate for service technicians is CHF 185.00; for consulting and project management, it is CHF 200.00. The costs will be billed on your next invoice.

 

Support Quality
You can reduce the processing time for your request by being well-prepared. We recommend using the support form. The more information you provide, the faster we can address your issue. If telephone contact is necessary, please have your username, password, domain name, and a brief description of the problem ready.

 

Remote Support
Contact us via the support form or by phone at +41 44 466 60 00 to schedule a remote support session.