Support Service

Before you read on, watch either of these humorous video to lighten your mood :-)

We operate a 24/7 (24 hour/7 day a week) support service via both telephone and email. We are delighted to help you solve all of your problems, but please call us before you get overly frustrated as it is better to have a happy customer AND happy service personel.

While the service is free, you may need to make an effort to get hold of us if your enquiry is urgent as our main support staff also travel to conduct training seminars and also help out at marketing shows and other events. Therefore, it is your job to try to call us on cell phone numbers - not visa versa.

Please remember that leaving a message and expecting us to call you back and track you down using multiple phone numbers, including cell phone calls and toll calls, is not a viable option - as we will not pay extra costs for your support calls.

In the same way, our 0800 number is not to be used for service calls. Please do not be surprised if we ask you to call us back on another number.

While we happily deal with email enquiries, sometimes we will ask you to call us - as a quick telephone explaination is more cost effective than an hour typing up every possible variation of the answer you may require. Do not expect to get a reply from an email asking us to call you - again, free support does not extend to us making toll calls, etc.

We have worked hard and have invested millions in order to create easy-to-use software, and 99% of all of our customers find that to be the case. However, 99% of all enquiry relates to the only part of our service that we do not charge for - email accounts (both email account set-up and use).

We know that emails are important to you and please believe us when we tell you that 99.99% of the time the problems we encounter have nothing to do with our email service or system. In fact, of all enquires, most problems are actually caused by connections through Xtra or Telecom and the strange set-up of their systems. So please help us to help you by understanding that the service is there to help you get a better email service and we are doing our best given New Zealand's unique problems.