Support
One way to reach us, and a promise we can actually keep.
Our promise
- Email [email protected].
- 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
A person here reads it. Nothing automatic answers this address, and nothing acts on your service because of an email until one of us has read it. Whatever we then do to your service is written down, so nothing happens to it without a trail.
What you never have to do
You do not run any of this. The assistant can settle these on its own, with you, in the conversation:
- how your credit is going, and what you have used this month;
- more credit now: it tells you the amount, then charges the card you left with us for it;
- whether your server is reporting in, and how your trial or plan stands;
- what a bigger machine costs, and moving you up to it.
Everything else is a person here, not the assistant: a restart, a copy of an invoice or a receipt, a copy of your data, or closing your account. Email [email protected] and we do it and write back. We would rather say which of the two it is than let you find out.
That is deliberate either way: there are no buttons for you to find, and no way to break a server at three in the morning.
If you are unhappy with us
Email [email protected] 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]