Have you wanted to receive assistance from Gossimer, but you couldn’t figure out how to get help? Have you asked yourself, “How do I get help from Gossimer if I have a question?” Read this message straight from the Gossimer Support Department:
Dear Clients and Customers,
There are many ways to get assistance with using Gossimer services; for the average person it may seem that telephone support is the most important way to get the information in a timely manner (and to have someone on the phone tell you how to do something can be very reassuring!). This is especially important for resellers since the system can be very complex and intimidating to some people.
Telephone support is not always the best answer however; this is because when you call the support desk, you are asking a question and sometimes you may be given specific, detailed instructions on how to do something (or we’ll do it for you). Then after the call you have to try to remember what and how it was done, and then you might have to call back for assistance the very next time you need to get it done again. You might prepare yourself for your phone call by keeping a notebook handy, but many people tend not to do that in the moment (plus the note could get lost!).
This is truly why most of our customers feel that sending an email or opening a trouble ticket in our system (at the Gossimer Support Center) is truly the best way to get assistance. This is because there is a detailed record of the questions that were asked and the answers that were given; then there is the possibility for the customer to follow-up on a question if any other issues arise (versus having to call back to the support desk!).
In the past, our toll free telephone support desk has been inundated with mass call volume and we are sorry if any of your calls to us resulted in our voicemail picking up the call. We strive to provide a complete support solution, and we are actively training new telephone support personnel. We thank you for your patience and in regards to this topic, we ask you to please bear with us while we go through these growing pains. Rest assured that we will correct any issues that appear within our telephone support system.
However, in an effort to reduce the overall call volume we receive and to allow us to answer your questions in full detail, we recommend that you use the support ticket system before calling the support telephone line. Sales questions are also welcome on the support ticket system; if you have questions regarding any of our products, please feel free to contact us. We are here to help with:
- our comprehensive knowledge base. We even have it in two flavors, let us know which you like best, the first is our Support Knowledge Base and the second is Hosting Knowledge (currently being developed).
- our support ticketing system. The fastest way to get assistance is through the Gossimer Support Center.
- our email support. Send us your message to support_ticket at gossimer.biz.
- our toll free telephone support. Call us at: 1 (888) 902 – 4678.
If you have called us in the last month and you fell through the cracks (i.e. you did not receive a returned phone call from our support staff), we are truly sorry for the inconvenience. We are doing everything we can to ensure complete customer satisfaction, so please contact us.
Sincerely,
Support Department
mailto:Support_ticket at Gossimer.biz
If you would like to login to your Gossimer account, please visit and to manage your account orders visit http://manage.gossimer.biz/customer. Resellers can manage their acounts at .
