Contacting Rochen for Support

At Rochen we provide 24/7 technical support via our secure “My Rochen” customer portal at https://my.rochen.com

Additional Billing, Affiliate program, and Domains support, is also available via the My Rochen portal during EST business hours.

Ticket Support

All staff-provided support through Rochen is handled via support ticket. When you submit a technical support ticket, our team members will review and respond as quickly as possible. Our average response time is between fifteen and twenty minutes during peak support hours, and faster during less busy times.

At Rochen, you’re never left hanging for an answer or stuck on hold while your issue is escalated to someone who can help you.

For instructions on how to open a ticket, please see the following article:

Why only ticket support?

Rochen is an International based service provider with directly hired staff to serve our global customer base, 24/7. As we are an independently owned provider, it would not be logistically possible for us do this outside of ticket support without sub-contracting our support to third party help centres – which is often what you get from companies that advertise “24/7 phone and chat” support. 

Quality, reliability, and accountability, are important to us. They are areas where we will never compromise. As such, we don’t put our valued clients in the hands of third party agencies or call centres.

Did you know that often, when you call a support centre, what happens is that the agent on the phone opens a ticket on your behalf anyway? Your issue is then routed or escalated to a higher tier support worker while you’re left on hold for long periods of time, while they manage your ticket for you.

While having someone answer the phone is instantly gratifying, telephone and live chat support are not necessarily efficient for hosting/technical related issues.

Our ticket system is efficient, and monitored 24/7, even on major holidays and weekends. You’re never left waiting until Monday for answer that you need on Friday! Our team will always ensure that your ticket is addressed in an efficient, timely, and friendly manner.

Rochen Docs

Rochen Docs is where you are right now, if you’re viewing this article. The Rochen Docs site is comprised of hundreds of helpful articles written by our own team, as well as professional videos, to assist you in resolving any number of hosting or account related issues.

All articles are tagged and categorized for easy searching. If you don’t find an article to answer your question, or if you need more information, please open a support ticket so that we can assist.

Rochen Forums

While not as active a peer to peer resource as they once were, you can find lots of helpful information by doing a search in the customer forums.

At this time, we also use the Customer forums for any important server related announcements such as outages and scheduled maintenance. It’s important to make sure you’re subscribed to the customer only section of the forums, so that you don’t miss any important news.

We’re currently working on a My Rochen “announcement & communication system” which will replace the forums, as a more efficient source of sharing news, in the near future.

Telephone Communication

We’d love to hear from you. Please note though that we only provide sales and pre-sales support via telephone from 9am to 5pm Monday through Friday. All other support inquiries are primarily handled via support ticket to ensure efficiency as well as historical record of any incident.

If you’d like to have a phone call with a support manager or team member, for any reason, please let us know via support ticket first so that we can ensure that your call is scheduled with the correct team member.

Our Sales support team members, who monitor our phones, will not be able to assist with any support related inquiries.

Rochen’s phone numbers are:

USA: 1-888-706-HOST

UK:  0800 098 8198

Live Chat Communication

Our Sales team is available via live chat, from 9am to 5pm Monday through Friday. Please stop by our website, at rochen.com, during those hours if you have pre-sales or sales related questions.

Please note that our sales team will not be able to assist with account or technical support questions via our live Sales chat.

Contacting support when you’ve misplaced your login

So you have a question but you can’t open a ticket, because your last known login isn’t working or you’ve misplaced your log in all together?

Please allow us to assist with a My Rochen password reset.

Sales Email

Rochen’s Sales team can also be reached via email, at sales@rochen.com for any sales or pre-sales inquiries.

Sales emails are responded to same day during 9am to 5pm Monday to Friday.

If your inquiry is about upgrading a current hosting service, or adding a new service to your existing customer account, please open a support ticket. Any Technical or Billing support staff member will be happy to take the time to make any requested recommendations and/or provide step by step instructions.

Social Media

We do not provide any account or technical support over social media. Please use one of the above methods to contact us if you have an urgent question or concern about your hosting or account.

We try to monitor social media channels as regularly as possible, but at this time our focus and priority is on the My Rochen portal and our official rochen.com channels mentioned above.

That said, you’re welcome to follow us on social media and also leave your feedback on our various channels, if you’re so inclined.

Twitter: https://twitter.com/RochenHost

Facebook: https://www.facebook.com/rochenhost

Proposals and business opportunities

If you have a proposal, business opportunity, partnership idea, or any other sales material to present to Rochen, please communicate your ideas with us via sales@rochen.com.

We will review your email and then forward on to the relevant staff member/department. They will then be in touch if they’d like to discuss further.

Updated on April 28, 2021

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