How to get support

 

Please remember to be professional and courteous at all times in your dealings with us (as you also expect us to be with you)

Please do remember that we strictly enforce all our Terms and Conditions of Service

Please state clearly what support you require or expect so that we may assist you properly

We undertake to provide you with full support related to our products and services.

Please take proper care with your access credentials (user names and passwords) Please follow ICT Best practise. All of our clients are buisnesses and we expect clients to be responsible for their accounts and responsible for any security issues related to their services. Please do understand that we currently follow the GDPR (as current ZA legislation does not currently extend to security breach protocols) and we may suspend your account when we are notified of security breaches, as per best practise and as per the protocols defined in the EU GDPR. While we investigate our logs and systems as it pertains to your domains, users and services. We will conclude this process as quick as reasonably possible. Please do be aware that if you have prior security issues and are currently in breach of our Acceptable Use Policy (AUP), as ammended from time to time, we may terminate your account as per our main T&C.

Please do be aware that we can (are able to) change your passwords and that we follow ICT best practise which may involve multiple forms of authentication as well as additional processes and security questions. Please understand that main access credentials may take up to 24 hours to effectively change as propagation between non Internet facing systems is a manual and tedious process.

We provide all clients free full hosting support for one person per client (Supporting additional or different staff members does cost extra)

Most of the time though, when our clients require support, the support they need is not related to our services or products….

Clients sometimes need assistance with Internet Connectivity, Software and/or Device operation or configuration, hard drive failure, network or router configuration and many other non hosting account related problems.

We do not provide IT services, or sell IT products or services. We do not sell devices, phones, pads and laptops (or hard drives or any other IT equipment). We do not sell operating systems, Cable Routers, Wi-Fi signal boosters or Office software and neither do we install wired networks or wireless networks.

When a client requires IT support, we do point this out but we also try to assist the client with the network, device or software, to the best of our ability, but most of the time we are not able to provide satisfactory levels of support or new software patches or solve IT problems at the client location or device(s) – Sometimes clients are not that IT literate and we have to explain the same thing two or three times, please bear with us and do understand that your support requirements are related to our products and services but you are not and have not paid us for the products and services (your devices, networks and software) and our support is limited in terms of what you may in fact require.

Sometimes a client does not readily accept or appreciate this as they are battling to obtain support from Microsoft or some other huge company.

We do partner with IT companies, please do ask us for a reference to an IT company in your geographical area or an IT company that offers remote desktop support for your operating system, networks or device(s)

Please also do realise that if you are unhappy because you feel that we did not assist you, please do not become rude. Please do not swear or be disrespectful. Please do not threaten us with “Social Media” or with “Lawyers” – All of the previously mentioned things, are serious breaches of our T&C, we will terminate your services. As much as you do not like being threatened and people being rude with you, we do not like or appreciate it either.

We are a nice, ethical, decent family of people. We live to serve clients that are nice, ethical and decent.

Please always assume our best intent, if you are not sure about anything, please do ask!

 

 

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