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support »
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support
Requesting Support
zootzone.com provides technical support to our subscribers via email only, unless specified otherwise under customised contracts with specific customers.
When email is inaccessible, please use the web based form here.
Support Hours
Mon-Fri, 9am-5pm
South African Standard Time.
We guarantee a response within 1 business day, but usually respond within 2-4 hours.
How Requests are Prioritised
Support requests are generally attended to on a first come, first served basis. Requests related to service disruption and password resets are prioritised above general enquiries and other less urgent items.
Customers are requested to use a concise, specific subject to summarise their requests and sufficient detail in their messages, so that our support staff are in a position to assess the issue and respond accordingly.
When reporting problems, please include details such as your operating system, what program you're using and any errors (in detail), including actions taken caused the condition(s).
Escalating Support Requests
Customers may request the escalation of the importance of their support requests by prepending the subject of their messages with the word PRIORITY.
Example subject:
PRIORITY: Web hosting account hacked
Please do not abuse this feature, especially out of office hours, as doing so will notify the person on call.
Reasons to escalate after-hours:
- Server failures
- Cyber attacks
What is Supported
zootzone.com provides support related to the functioning of customers' domain, email and web services only. It is zootzone.com's responsibility to ensure that customers' domain's DNS records are resolvable via the Internet, that web hosting accounts are on-line and available to visitors via the world-wide-web and mailboxes and email routing are functioning correctly.
zootzone.com offers configuration support for accessing mailboxes and web hosting accounts, remotely by customers. The trouble-shooting and resolution of the configuration, or malfunctioning of customers' software due to issues unrelated to basic connectivity to our services, is not covered. The latter includes problems such as software bugs, connectivity issues from a customer's Internet Service Provider and the support of non-standard configurations. In such circumstances, our support staff will usually advise you, where practical, as to where to search for a solution, or whom to contact for support which we do not cover.
zootzone.com does not offer technical support for application specific issues such as web application, or database configuration and programming, unless it is directly related to an issue caused by our systems being off-line, or faulty.
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