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Zamaco technical staff are at work monitoring and maintaining servers 24 hours, 7 days a week. Our customers are privilaged with high priority support access for urgent issues
24/7 via an alert process which can be sent by your mobile phone (from anywhere in the world) to our pager service handled directly by our support staff.
Before sending a support alert, we recommend our customers read the highly detailed
User Manual/Instructions and Questions & Answers
as most answers can be found within these pages.
To send a High Priority 24/7;
Send a support ticket as you normally would through your Control Panel OR, open an
e-mail to support@zamaco.com.au.
Collect all the information relating to your support issue and send them to us via one of the options in step one - Include data files, error reports etc.
Alert us of your support ticket or e-mail by sending us an alert via sms through your mobile phone to our pager number: +61 432 955 415.
IMPORTANT:
The format of your sms MUST be sent including these entries;
Your customer ID (eg. ZR123456) + Your domain + Your e-mail + Message.
What is the expected response time?
The expected time for a response to your support submission will depend on the urgency and nature of your problem. For example, in the event of an urgent server
issue the usual response/resolution time is 1-15 minutes. Other issues are attended to ASAP after receiving your alert. We will search for
your support ticket or e-mail with the details you provided us in your outgoing sms and attend to your problem. The usual response time for high priority alerts
can be anywhere from 5 minutes and onwards. Responses are usually provided only at the time of resolution, otherwise we may require and request more
information as we work to resolve your problem.
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