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Account Overview
How To Get Help | Accounts
Account Deactivations | Account Cancellations
Down Servers | Down Email

How To Get Help

Please be sure to use all the resources available to you in this manual prior to contacting Technical Support.

ALL Technical Support Requests should be sent via our online form. We will endeavour to respond as soon as possible.

Alternatively you can phone our office on 07 5576 7272 but please be aware that our staff answering the phone are not technical support personnel. NOTE: Your enquiry will be dealt with more efficiently if you fill in the appropriate online form which goes direct to our support staff.

Accounts

All of our accounts are handled in house by our accounts department. If you have any questions regarding your invoice, please contact us via our online form .

Account Deactivations

There are only 3 reasons we deactivate accounts. 1) Non-payment, 2) Spamming violations, and 3) Non-compliance of our policies.

We must ask all of our clients to understand that just as they must take measures to protect their business, so must we. We provide hosting services for many individuals and businesses, therefore it is necessary for us to establish Policies and Guidelines that will protect both our company as well as those residing on our servers. If we were to alter our policies and guidelines for each situation that may arise in the course of a month, the reason to function as a business would cease to exist.

If your account has been deactivated due to non-payment, please contact our accounts department via our online form.

If your account has been deactivated due to non-compliance of our policies and guidelines, email us via our online form and we will review your account. We will more than likely re-activate your account if you will provide us with a Letter of Promise that you will not further compromise our policies and guidelines.

If your account has been deactivated due to spamming violations you will not have the opportunity to reactivate your account on our servers. This violation is strictly controlled by the backbone itself. When this type of deactivation occurs it was done by the backbone and not Web and Print Design. We have a strict non-spamming contract with our backbone providers and such deactivations are out of our control. All spamming violations are deactivated without option of reactivation. This rule as well as the consequences are set forth before your account is even activated on our servers, we will not beg the backbone for reconsideration.

Account Cancellations

When you need to cancel an account, you must contact us via our online form notifying us that you wish to cancel your account. Cancellation will take effect at the beginning of the next account period.

Down Servers

Once you've established an internet connection through your PC, your connection travels through several points before the actual log in to our servers. If there are any problems, within or at any of those points, it will prevent you from logging into your account. This obviously is out of our control.

However, in the event that one of our servers do go down, we can assure you that we will be aware of it before you are and are working diligently to restore service. You are more than welcome to contact us, but don't be overly anxious if we do not respond immediately, it only means that our hands are full at the moment to correct the problem.

Remember, contacting us via our online form is the most efficient means for providing technical support to our customers. Please do not flood email boxes and telephone lines with support requests, we can only be sensitive to your needs if you will do the same for us.

Down Email

If you can log into your account as well as visit it through your browser, then something is wrong. However, before contacting Technical Support, be sure to walk through the setup of your email client to ensure that you have the correct settings.

Other problems might be due to changing your password recently. Changing passwords for your email and changing passwords for your Control Panel and FTP client are done in separate areas, so if you've done one but not the other, this may be your problem. Please refer to Control Panel for instructions and details.

If you have checked your settings and verified that it is not a password problem contact us via our online form .