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Free and Paid Support Issues

Please read below to find out more regarding support for website changes
or support issues that you are experiencing and the charges thereof.

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PAID SUPPORT

We only offer free support on server hosting or email issues coming from our side. If support is for a client-side issue or any website additions we simply charge for our time we have to spend on the issue/change. eg. lost passwords, email and website changes/issues/questions or support.. see paid support examples dropdown below.

There is a minimum charge of $75 for our time dealing with client-side support/maintenance issues. Please submit issue details below. We suggest you send us all issues at once to ensure best value for you on our time spent.

Please note – $75 gets a maximum of 30 mins of website support/changes. Most standard issues can be resolved within 30 mins. If your support issue is likely to take longer than 30 mins, we will advise you of this before we proceed and quote you on the job.

Submitting a ticket to the support center gets top priority and the quickest service (tickets get answered before phone calls). This will allow us to log your request and address it asap. If we cannot sort out the request by email, we will then email you for a convenient time to call you.

After submitting the form, support issues can generally be looked at within one business day.

[/text_output][accordion id=”” class=”” style=””][accordion_item parent_id=”” title=”PAID SUPPORT EXAMPLES” id=”” class=”” style=””]For client side issues please see below.

Paid Support Examples
I want to change my website but need a hand making the changes.
I have lost my password and login details ( note we do not keep passwords so we have to reset and send you a new one )
Can you give me advice or instructions on how to do something ie setup emails, change passwords for me, change website content.
I want you guys to do it for me, as it’s all a bit too technical.
I don’t have time can you do it for me?
I have deleted a page/content by accident, can you please fix for me.
I want to add a new section, how do I do it.
I think my website has been hacked can you fix it for me.
Something has gone wrong with my website can you please look at it.
I forgot how to do something, can you send me instructions again.

Simply email us your issue on the support form below and we will base cost on $75 for up to 30 minutes of support. If your support issue is likely to take longer than 30 mins, we will advise you of this before we proceed.

Minimum cost is $75.[/accordion_item][accordion_item parent_id=”” title=”HELP WITH WEBSITE CHANGES” id=”” class=”” style=””]Help with making website changes.

A Good 10 min video giving you help with using website backend. Definitely start here with help with changes.

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Submit Website Support Issues

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Free Support

We offer free support on server hosting or email issues on our side only. If you have an email issue please see tabs below before submitting a ticket.

[/text_output][accordion id=”” class=”” style=””][accordion_item parent_id=”” title=”FREE SUPPORT POLICY – SUBMIT TICKET” id=”” class=”” style=””]If your website is down or you are having issues with your emails then continue reading below, otherwise please see our Paid Support section.

Please use the ticket system as your first point of contact if you think there is a problem with your emails or website hosting. Please check below tabs first as most questions have been answered there.

Submitting a ticket to the support center gets top priority and the quickest service (tickets get answered before phone calls). This will allow us to log your request and address it asap. If we cannot sort out the request by email, we will then email you for a convenient time to call you.

Office Hours: Support is available: 9am – 4pm Mon – Fri. The help desk is closed on weekends and public holidays. Please allow up to 1 business day for a reply to a support request.

 

 CLICK TO SUBMIT SUPPORT TICKET NOW

[/accordion_item][accordion_item parent_id=”” title=”Where are my email setting for checking emails on mobiles / outlook etc?” id=”” class=”” style=””]To get your configuration settings for outgoing and incoming mail servers login to webmail ( instructions in below tab ) and you can view all the recommended settings.

Please note we only support webmail issues. If you cannot connect to your email from other devices you will need to contact the manufacturer of your device for assistance with settings or get help from a mobile tech company with connecting up. TIP: If you search youtube ie “setting up email on ipad youtube”  as an example.. you will see lots of help videos for setup.[/accordion_item][accordion_item parent_id=”” title=”WEBMAIL -I want to check my emails on internet, use webmail” id=”” class=”” style=””]If you want to check your emails on any computer with internet please add the word   (  /webmail  )   on the end of your domain.

ie yourfulldomain/webmail

Your user name is full email address.

We find SquirrelMail the best one to use once you login.[/accordion_item][accordion_item parent_id=”” title=”I think my emails have gone over quota?” id=”” class=”” style=””]

If you try send a message and your email address is over quota you will get a warning message.

When using outlook to check your emails, it is best if you remove messages off server once you have downloaded so you don’t have issues with running over quota.

A quick google search will find many instructions on how to do, here is one of them.

INSTRUCTIONS HERE

[/accordion_item][accordion_item parent_id=”” title=”I cannot connect to my emails or my website?” id=”” class=”” style=””]

If you find you cannot connect to your website and emails ( but you can connect to other websites ) the server may have locked your IP from access.

This can happen if you try to login to your emails and account with the incorrect password too many times. ( Server thinks you are trying to hack or spam so locks you out )

SOLUTION: Please go to this website.

whatismyip.com

Record the public IP address at the top of that page and send this IP with your support ticket, so we can add your IP address to unblock list.

[/accordion_item][accordion_item parent_id=”” title=”I am getting lots of spam on my email.” id=”” class=”” style=””]Spam is a problem that many people have with their email. Once your email is out there in cyberspace it is very hard to stop. In your hosting account cpanel there is a program called Spam assassin you can switch on. ( let us know if you want us to send you your cpanel details so you can turn it on )[/accordion_item][accordion_item parent_id=”” title=”How do I change my email password or setup forwarders?” id=”” class=”” style=””]When you login to webmail following the above instructions, you will see a tab to change passwords/forwarders etc.[/accordion_item][/accordion][/vc_column_inner][/vc_row_inner][/container][/vc_column][/vc_row][vc_row padding_top=”0px” padding_bottom=”0px” bg_video=”” class=”contact stop-lagging hosting” style=”” bg_image=”4375″][vc_column fade_animation_offset=”45px” width=”1/2″ id=”” class=”left” style=””][vc_raw_html]JTNDaDMlM0VzdWJtaXQlMjBob3N0aW5nJTIwb3IlMjAlM0NiciUzRSUzQ3N0cm9uZyUzRWVtYWlsJTIwaXNzdWUlM0MlMkZzdHJvbmclM0UlMjAlM0MlMkZoMyUzRSUwQSUzQ3AlM0VXZSUyMG9mZmVyJTIwZnJlZSUyMHN1cHBvcnQlMjBvbiUyMHNlcnZlciUyMHdlYnNpdGUlMjBob3N0aW5nJTIwb3IlMjBlbWFpbCUzQ2JyJTNFaXNzdWVzJTIwb24lMjBvdXIlMjBzaWRlJTIwb25seS4lMjBDbGljayUyMGJlbG93JTIwbGluayUyMGlmJTIweW91JTIwaGF2ZSUzQ2JyJTNFd2Vic2l0ZSUyMGhvc3RpbmclMjBvciUyMGVtYWlsJTIwaXNzdWUuJTNDJTJGcCUzRQ==[/vc_raw_html][/vc_column][vc_column fade_animation_offset=”45px” width=”1/2″ id=”” class=”right” style=””][vc_raw_html el_class=”hostingEmailPopup”]JTNDYSUyMGhyZWYlM0QlMjIlMjMlMjIlM0UlM0NoMyUzRUhPU1RJTkclMjBPUiUyMEVNQUlMJTIwU1VQUE9SVCUyMFRJQ0tFVFMlMjBPTkxZJTNDJTJGaDMlM0UlM0MlMkZhJTNF[/vc_raw_html][/vc_column][/vc_row]