No L1/L2/L3 escalation, no offshore call centre. Every ticket goes directly to the team that built and runs the platform. Below: how to reach us, what to expect, and the quick answers we give most often.
Log into the billing portal and open a ticket from there. Your account context comes through with the ticket, which helps us help you faster.
Use live chat during AEST business hours for fast pre-sales questions, or open a ticket if your question is detailed.
If your site or email looks down, check here first — if a cluster is in maintenance or there's a known incident, we'll have posted about it.
We're a small team of sysadmins, not a giant call centre. We answer fast — but we set expectations rather than pretend we're 24/7/instant.
When agent is online (Mon–Fri 9am–6pm AEST)
During AEST business hours
24/7, including weekends
24/7 priority for outages
Try here first — most issues are one of these. If your question isn't covered or our answer doesn't solve it, open a ticket and we'll dig in.
mail.yourdomain.com) on port 587 with STARTTLS, or port 465 with SSL. Authenticate with your full email address and the mailbox password set in Enhance. Outbound limit: 30 emails per hour per account — see our T&Cs for the why.Phone calls vanish. Two months later when the same issue comes up, neither of us has any record of what we discussed or what we changed. Tickets and chat give us — and you — a permanent log of every request, every fix, and every configuration change.
It also means whoever picks up your next ticket can see your full history immediately, instead of starting from scratch every time.
We try to never let a ticket stall — but if yours does, here's the path.
Add a follow-up message asking for an update. This bumps the ticket to the top of the queue. Most stalls are simply because the original reply landed in spam or a context-switch happened.
If your site or email is down and you're not getting traction, mention "URGENT — service down" in the reply. We monitor for this and bump these to the front of the queue.
If you genuinely can't get through to the support team, the billing department is staffed separately and can chase internally. Reference the stalled ticket number.
Open a ticket with as much detail as you can — the more specific you are about what you're seeing, the faster we can fix it. Screenshots and exact error messages help.