We understand that when you are facing an issue with our products and services, you would like to be assisted at that very moment. Although we would like to assist you as soon as you notify us of your issue, there are some times when our response can be delayed due to several reasons. For this reason, we have created the following guidelines about the time it normally takes to respond to support requests.
Billing Issues
We aim to respond to queries related to billing within 1 business day. Please note that the billing department is open only on Monday to Friday from 8:30 AM to 5:00 PM - NZST (or NZDT when applicable), except on New Zealand public holidays.
Product Queries
If you submit a query for a product, your ticket will be assigned to our Sales Department. Like the Billing Department, our Sales Team operated Monday to Friday, from 8:30 AM to 5:00 PM - NZST (or NZDT when applicable), except on New Zealand public holidays. A Sales Team member will aim to respond to your query within 1 business day.
Shared Web Hosting Support
All shared web hosting plans come with standard ticket-based support and is available to all customers. Standard response time for shared web hosting issues is within 1 day and support is available 24 hours a day, 7 days a week.
For critical issues, such as issues that are affecting your access to critical shared web hosting resources, a response can be expected within the hour, although sometimes it may take a little longer to respond.
WordPress Hosting Support
WordPress hosting plans come with ticket-based support for all issues. Support is available 24 hours a day, 7 days a week and customers can expect a response within 1 day. Critical issues that are faced as a result of configuration or availability from our end will generally be addressed sooner.
Third-Party Services
We provide several third-party services to you. These are:
- All Digicert SSL Certificates
- NordVPN subscriptions
- 360 Email Monitoring
- Domain registrations, renewals, and transfers
We do not have a standard time-frame for providing a response if you reach out to us for support for the above products. This is because these services are purchased from third-parties. Each vendor/registrar has a separate SLA with us and we rely on their response times to provide a response to you accordingly.
