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💉 Frequently Asked Questions | DrSort.com


General FAQs

We understand you may have questions related to our services. Below are some of the frequently asked questions we have received over the years.

How long does it take to resolve tickets?

Our service is 24/7 and tickets are worked on in the order they are received. As soon as you submit your ticket details, an agent is assigned. We strive to resolve all issues within a few hours of receiving them.

Do I have to pay first before I get support?

Yes. We require payment first because this secures instant support on your issue and makes sure our agents will work until they resolve it. You are welcome to contact support before making a payment to clarify any doubts you have regarding the order / service.

How do I communicate with my assigned agent?

We have a ticket system that all your details are entered in and allows you to communicate with your agent instantly any time you want. You can also reply directly to any ticket update emails and your reply will be entered in our ticket system automatically.

If the issue is super easy to fix do I still get charged the full amount?

Yes. Our service requires the full amount per task regardless of how long it takes to complete. We receive tickets that can be resolved in minutes and also some that take several hours based on the complexity.

What information do you need to help with my issue?

At the very least, we will need an administrative login to your website. We need a login so we can take closer look under the hood and get your issue resolved quickly. In some cases but not all, your assigned agent may need other information including host, control panel or FTP details to properly work on your ticket.

Your assigned agent will be in touch with you regarding the information required from your end once you have placed an order.

How secure is the information I provide to you?

Very secure. The confidential information provided by you will be shared with authorized technicians / agents only.

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