To better assist you in any issues that you may have, we have moved all support to a ticketing system. This means that if you have any issues with email, hosting, design, or general queries, you will need to submit a support ticket. The only support that is excluded from this is if you need assistance in setting up an email.
We understand that your website is what keeps your business going, and we do everything in our power to keep your website live 24/7/365. Unfortunately sometimes, some things happen outside of our control, and in these times it is critical to get a hold of us. If you feel that their is a critical situation on your website / emails, please follow the steps below:
- Go to our FaceBook Page, and see if anything is posted there about server issues / email issues. If there is an issue, you will see that we have posted the issue there already, as well as estimated time of resolution. If you would like to comment on the issue, please feel free to do so, however do not use the facebook page to post any issues before going through the steps 2 - 4 below. Please also do not use our Facebook page to insult any clients, or Storm Biz. You will be banned from our page, and we will consider this a breach of contract.
- If you can connect to our site, please log a support ticket. If we are aware of any issues, we will immediately get back to you.
- If you cannot connect to our site, please first check if you can connect to other websites (not hosted by Storm Biz, i.e. bidorbuy.co.za or google.com). If you cannot connect to other websites, then please contact your internet service provider, as clearly you have an internet connection problem. If you can connect to other websites, but not your own, or our website, this does not mean that "the server is down". If there was a problem with the server, it would have been posted on Facebook... so please do not send us emails stating this.
- The final step is to contact us within our office hours on the following telephone numbers: 011 824-0455. Alternatively email us at firstname.lastname@example.org and we will get back to you as soon as we can (this is not a substitute for our support ticketing system and should only be used if you cannot access our website, and critical assistance is needed). 99% of the time when you cannot access your email, your website or our webste is because the server has blocked your ip address, this is mostly caused by trying to receive emails more than 60 times per hour, failed logins on cpanel and webmail, or uploading suspicious files to your website. If the server is not down, we will still get your emails at the relevant support departments, so using the gmail address above is the best option when you have been blocked b the server. Once again, please do not state "the server is down".
Please do not call or sms our staffs' cellphones during out of office times. We have people monitoring email 24/7 and your emails will be replied to within the time schedule below. Please respect our staffs privacy, and utilize the support ticketing system for any queries you may have. The support system is in place so that we can monitor how long support takes, as well as the efficiency of our staffs response. This can help us improve support, and this way we can better assist your queries.
Please take note of our office hours below (Telephonic Support - 011 824-0455):
Monday-Friday: 8:30 AM - 4:30 PM
Saturday-Sunday and Public Holidays: Tickets Only
Support Ticketing System: 24/7/365