Knowledgebase

We endeavour to provide our Clients with the highest level of support possible, understandably the support we provide is limited to the services directly supplied by us.
If you have purchased a domain or other service from another provider please ensure you contact that provider for any assistance relating to that service or order the service from us and we will be happy to assist.

Support Boundaries General:

Support is available under the following conditions for all current accounts.
a) Your purchase is not operating as per our specifications
b) You have a billing issue
c) You have a sales enquiry - email Sales
d) You have a enquiry/comment for the attention of Management - email Management
If a) applies, the following procedure is to be used for Support:
1) Open our Knowledgebase and search for an answer to your question, if the answer is unavailable then proceed to step 2) 
2) Open a Support Ticket and provide as much detail as possible about the the issue.
A Fee For Service applies in the following:
a) If the purchase does not include free support.
b) If the answer is already available via the Support Centre, you will be advised with a link to the answer. 
c) If you can perform the request via the Support Centre.
d) If you request assistance about any service not provided by the supplier. 
3) If the client opens a Support Ticket and requests assistance with any information not available via our Knowledgebase or the Client Area and Administration Fee applies. 
4) If a Client requires eShop Support after the delivery of the Welcome letter.
We do not offer support for 3rd party applications (e.g. Fantastico) or application specific issues such as cgi programming, html, or any other such issue. We provide a variety of support information and options to our Subscribers. The Supplier is an online business and as such we do not offer free telephone support. Should you telephone for Support, fees apply.

Please do not request Support for services purchased from another supplier as our understandable refusal to assist may offend.

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