Knowledgebase: Our Policies
Our Social Media Policy
Posted by on 24 May 2013 11:27 AM

In an effort to better engage with our customers, Cirtex Hosting is active on Facebook, Twitter, in various web hosting forums, and on various blogs. This article was written to give our customers a better idea of what to expect from our engagement in those forums and our practices regarding support issues in those forums.

 

Twitter

Cirtex Hosting has a corporate Twitter account located at @CirtexHosting. Cirtex Hosting utilizes Twitter for a number of different reasons and with a number of different goals.
  • To engage customers in conversation
  • To keep customers informed of company news and announcements
  • To keep customers informed of network status issues and server outages
  • To be available to answer questions that can be answered in 140 characters or less quickly
  • To have fun!

Twitter Follow Policy

To better enable us to keep track of people talking to us we follow back very few Twitter followers, due to the prevalence of direct message (DM) spam. If you would like to ask a question privately by DM please send us an @reply and ask us to follow you so that you can DM us a question.

When We're On Twitter

Cirtex Hosting tries to maintain constant coverage of Twitter during peak times (considered during the day throughout the work week). Since many people work on their site once they get home from work we attempt to stagger that to cover both timeframes that tend to be active for our customers (day, and evening). You can generally expect Cirtex Hosting's Twitter to be monitored from 10:30am Eastern to about 12am Eastern Monday through Friday. These times are general and not exact.

During non-peak times working staff will monitor Twitter as they can in case there are any issues, but you will get much faster response to your inquiry by submitting a support ticket.

What We're Happy To Do For You On Twitter

  • Answer a quick question for you about our hosting
  • Answer a general question about your hosting
  • Check on your site or a server quickly for you
  • Point you to documentation or an answer you are unable to find that's on our site
  • Chat and joke with you, because it's fun!

What We Will NOT Do For You On Twitter

  • Answer specific questions in any manner that we feel would compromise your account's security or privacy
  • Fully engage in HelpDesk ticket-level support, though we will be happy to open a ticket on your behalf

Cirtex Hosting Staff Personal Twitter Accounts

A number of Cirtex Hosting employees and managers are on Twitter and are open about working here at Cirtex Hosting. We all really love our jobs so we talk about them a lot! Please remember that these are our employees 'personal' Twitter accounts and nothing they may tweet is an official Cirtex Hosting statement, position, or policy. If you find them you're welcome to follow them, but please remember these are their personal accounts and they should not be utilized for support.

Facebook

Cirtex Hosting has a corporate Facebook Page located at http://www.facebook.com/CirtexHosting. We utilize Facebook for a number of different reasons. Primarily, they are:

  • To engage customers in conversation
  • To keep customers informed of company news and announcements
  • To keep customers informed of network status issues and server outages
  • To be available to answer questions or engage in short discussions.
  • To have fun!

Facebook Posting Policy

We realize that Facebook is particularly guilty of inundating you with an obscene amount of information so we try to keep our presence on Facebook from becoming one more of those things that will annoy you. We will always post company announcements and status alerts to the Facebook page but try to keep other information and postings to a minimum.

When We're On Facebook

Facebook is checked daily several times a day but much less frequently than Twitter. If your question is not time-sensitive and you prefer to leave it on Facebook you are more than welcome to. Please realize, however, that it may be a few hours before someone will respond.

What We're Happy To Do For You On Facebook

  • Answer a quick question for you about our hosting
  • Answer a general question about your hosting
  • Point you to documentation or an answer you are unable to find that's on our site
  • Chat and joke with you, because it's fun!

What We Will NOT Do For You On Facebook

  • Answer specific questions in any manner that we feel would compromise your account's security or privacy
  • Fully engage in HelpDesk ticket-level support, though we will be happy to open a ticket on your behalf

Cirtex Hosting Staff Personal Facebook Accounts

A number of Cirtex Hosting employees and managers are on Facebook and are open about working here at CirtexHosting. Please remember that these are our employees personal Facebook accounts and if you ask to friend them they may or may not do so depending on how they choose to limit their account's reach. If you ask to friend them and they do not respond realize they likely limit their Facebook friends to people they personally know.

Forums

Cirtex Hosting provides a forum and is also active in other forums on the Internet.

The Official CirtexHosting Forum

The official CirtexHosting Forum is located at http://forums.cirtexhosting.com/.

This is the only official Cirtex Hosting forum on the Internet and it is provided so that our customers and staff can discuss web hosting issues together in an informal manner. While many staff members are active in the forum, the forum is not a mechanism for getting official support from Cirtex Hosting and is not monitored 24/7 for customer issues.

The forum contains two extremely important sub-forums:

These two sub-forums contain official notifications of Cirtex Hosting news, as well as technical information about the status of our servers and network. An RSS feed is provided for both sub-forums to enable customers to have news and information regarding their hosting delivered to them in any manner they wish to have it sent. Posts in these sub-forums are also tweeted and posted to Facebook automatically.

Other Forums

Cirtex Hosting employees are active in other forums on the Internet as well.

Forum Dialog

When engaging in a public discussion regarding Cirtex Hosting, due to our privacy policy there may be some information we will not share in a public forum. If you need specific answers regarding your hosting account or an issue with your hosting account your best option to resolve any issues will always be to submit a ticket.

Blogs

The official Cirtex Hosting Blog is located at http://blog.cirtex.com/.

The blog will contain tips, tricks, and information that we believe might be of interest to you. Please remember, however, all official company announcements will always be posted to the Company News sub-forum at http://forums.cirtexhosting.com/general-announcements/.
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