Support
One way to reach us, and a promise we can actually keep.
Our promise
- Email [SUPPORT EMAIL].
- We reply within one business day.
- Business days only; no response time outside them.
- No phone line. One channel, so nothing gets lost between channels.
- Emergencies are not covered. This is a personal assistant, not life support. If something is an emergency, call the right emergency service. Do not wait on us.
We are a small business, so this is human support, not a call centre. We will always tell you if something is broken, even before we know how long a fix will take.
Who reads your email
Our own assistant reads it first. It can often just fix the thing: restart your box, top up credit, flag a problem at its limit. A person steps in when it cannot. Either way there is a written record of what was done, so nothing happens to your service without a trail.
What you can do yourself
Inside the service you can:
- see your credit balance, top-ups and usage;
- switch automatic top-up on or off;
- see your invoices and receipts;
- see whether your server is up, and when it was last backed up and updated;
- restart the assistant, or restart the server;
- export your data, or delete your account.
Anything beyond that goes to support. That is deliberate: fewer buttons means fewer ways to break a server at three in the morning.
If you are unhappy with us
Email [COMPLAINTS EMAIL] and we will deal with it properly. A privacy matter can also go to the Office of the Australian Information Commissioner. [to be confirmed by a lawyer]