How do I get help?
Answer:
For any help or support you need, please always follow our simple 3 step help plan:
Step 1: Check the Online Helpdesk
Check the Ramsu Online Helpdesk: http://helpdesk.ramsu.co.nz
The helpdesk covers the majority of questions and answers, including tutorials on common tasks (for example setting up your email).
If you can not find the answer you are looking for, or can not see the Helpdesk, go to Step 2.
Step 2: Is my internet working?
Is your Internet connection working? Can you open a web browser and go to www.google.co.nz ?
If your internet is NOT working, please contact your ISP (e.g. Xtra, iHug, Orcon, etc).
Ramsu is your email and hosting provider, not your internet access provider.
If your internet is working, go to Step 3.
Step 3: Contact Ramsu Support
If you have checked both steps 1 & 2, then please send your questions to the Ramsu Support team at:
support@ramsu.co.nz
This Support email is monitored by Support Staff who are alerted via SMS 24/7.
Ramsu aims to respond to all Support Emails within 60 minutes for 99% of cases, however some cases may take longer to respond to during busy periods.
Every support email will be given a unique tracking code, and placed in a queue, based on the priority and content of the enquiry.
Ramsu does not offer telephone sales or support, as we find email to be far more efficient when resolving technical issues.
By using our automated support email system, its much easier to track each support request, have notes and/or error messages passed to Support Staff exactly as the appear, and have everything stored in writing.
We are also able to pass any phone cost savings directly on to our customers.