We do not charge for our first level support services such as configuring email clients on mobile, OS X and Windows desktops, licensing queries and email routing and delivery. This includes telephonic and remotely accessed support such as TeamViewer.
Depending on the current load of support requests, during working hours (GMT+2 / South African time) our support team generally responds to support requests within an hour or two.
Out of office hours and during public holidays our support team can take 6 – 8 hours to respond to any queries.
We currently have 2 methods of getting in touch with our support team:
- Emailing firstname.lastname@example.org
- Initiating a live chat conversation via our website
In future you will be able to create requests for support via the Dcentral interface, however this feature is still currently in beta and as such not available for use. Support requests will NOT be initiated via telephone, Whatsapp or SMS. Our support team is trained only to act on existing tickets and no changes will be made until the requester has been positively authenticated.