Support
Support is critically important. We know it, and we're committed to providing great support—all the time.
- Fast responses—online, instant resources when possible; quick answers the rest of the time.
- Competent support—what good is getting a quick response if it's an unhelpful form letter or script?
- Transparency—if something's broken, we won't hide it. And, we'll tell you how we'll do better going forward.
First Line Support
Online Knowledgebase
Please look in our knowledgebase first for an answer to your problem
To visit our knowledgebase: (Click
here)
We've broken up documentation into categories by major topic.
Network Status & Scheduled Maintenance
We post updated information about any system-wide issue here: http://www.i-netuk.co.uk/status.
All scheduled maintenance is posted on the Network Status page too. More significant scheduled maintenance is posted on our twitter as well.
Our Terms of Use & Privacy Policy
To view our Terms of Use, click
here.
Our Privacy policy can be viewed here.
Second Line Support
Support from real humans
Ticket
Opening a new ticket is the best way to reach us directly—we're really good at responding quickly (try us!). Be sure to include enough information that we can help. If you wish us to call you please ensure you supply a phone number.
To open a new ticket: (Click here)
Phone
We will contact you by phone once you have opened a new ticket (the precision of written communication seems to be more effective when discussing technical issues). However, you may phone us but please remember we may not be available to speak with you right away.
Hours
We're staffed 13 hours a day (Mon - Sat 8.00am - 9.00pm and 11.00am - 7.00pm Sundays). We have someone on-call 24/7 to address emergencies should they arise.
More
Have another idea for something that would help you? Let us know.