Client Support
We're Here When You Need Us
Technical issues happen. Our team responds fast — and we fix things properly, not just temporarily.
Get Help
Choose Your Support Channel
Submit a Support Ticket
The fastest way to get technical help. Tickets are triaged within 2 hours during business hours and assigned to the right team member automatically.
Open a TicketWhatsApp Support
For SLA clients. Message us on WhatsApp and we'll connect you instantly.
Start a ChatEmail Support
For non-urgent queries or if you prefer email. We aim to respond within 4 business hours.
support@webacumen.co.zaRemote Support
For hands-on issues, we can connect directly to your screen and fix it with you watching.
Download UltraViewerRemote support sessions are billed at our standard rate unless you're on an SLA plan. Terms and conditions apply.
Your WebAcumen Account
Manage services, invoices, domains, and support tickets — all in one place.
Browse the Knowledge Base
Step-by-step guides for hosting, domains, email, and your client account.
Response Times
Support SLA
Technical issues (outages, bugs, access problems) are triaged by priority, regardless of plan. Routine content update requests follow a separate turnaround tied to your Site Care plan.
Technical Issues — by Priority
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 — Critical | System or network outage halting business (e.g. site or mail fully down) | 30 minutes | 2 hours |
| P2 — High | Major disruption, multiple users affected | 2 hours | 8 hours |
| P3 — Medium | Single-user issues or limited functionality | 4 hours | 24–48 hours |
| P4 — Low | Non-urgent requests (e.g. password change, general inquiries) | 24 hours | 3 working days |
Content Updates — by Site Care Plan
| Plan | Response | Turnaround |
|---|---|---|
| Basic | 2 hours | 72 hours |
| Standard | 2 hours | 48 hours |
| Premium | 2 hours | 24 hours |
Want faster turnaround? View Site Care plans.
FAQ
Common Support Questions
What are your support hours?
Our standard support hours are Monday–Friday, 8am–5pm SAST. Critical (P1) issues — like a full site or mail outage — are monitored and responded to 24/7, regardless of plan.
How do I report a website or server outage?
Submit an urgent ticket via the support portal and mark the priority as 'Critical' — we will respond immediately. SLA clients can also reach us via WhatsApp.
How long does it take to resolve a support ticket?
First response: within 2 business hours. Most technical issues are resolved within 4–8 hours. Complex development issues may take longer and we will keep you updated throughout.
Can I upgrade my hosting plan?
Yes — log in to your account or submit a ticket and we will handle the upgrade with zero downtime. Upgrades are prorated to your billing cycle.
What's the process if I'm experiencing email delivery issues?
Email issues are treated as high priority. Submit a ticket with the affected email address and a description of the problem, including any error messages you're seeing. We typically resolve email issues within 2 hours.
What's your process if my site shows signs of a security compromise?
Submit an urgent ticket immediately and mark it 'Critical'. Don't delete anything — we need to investigate the attack vector first. SLA clients can also reach us via WhatsApp for the fastest response. We isolate the affected site, remove the malicious code, and harden the security configuration to prevent recurrence.
How do I get my hosting login details?
Log in to your account and navigate to 'Services'. Select your hosting package to see the cPanel login details. If you've lost access, submit a ticket and we'll verify your identity and reset access.
Still Need Help?
Our team is always available to assist. Submit a ticket or reach out via the chat on our homepage — we'll sort it out.