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Technical Support OZtell proud ourselves on the technical support we provide to our customers. Our phone support is famous for its short waiting time and we are very receptive of customer feedback - rapidly improving our services in any area at customer requests. In order for us to maintain such a high level of support, at reasonable cost to you, with a fast increasing customers base, your cooperation is appreciated. Please fellow the guidelines outline here, so we can channel our support resources appropriately.
Our service delivery platform, Net2MAX, is gradually rolling over from Version 1 to Version 2. This is a major version change, no doubt you will have more questions than usual, hopefully the help systems we have put in place here will make your experience over this period a more pleasant one. We do appreciate your patience over this period of change. Forum Support The online forums at http://forum.oztell.com are the preferred way of getting support from OZtell staff and other OZtell users. By posting your questions in the forums and getting answers there, you help other users who might have similar questions in the future. Please have a look at the articles there, as your questions will most likely have been answered there already. Besides browsing you can also make use of the Search function on the forums to let the system find appropriate articles for you. If you still cannot find the answers you want from browsing and searching, please post your question in the appropriate forum there. OZtell support staff monitors the forums every day of the year and will normally respond within 24 hours. A lot of OZtell users also monitor the forums and may sometimes respond to you faster than support staff! Email Support If you have some private issues that you do not want to tell the world via the forums above then emailing to support@oztell.com is the best approach. For any email to support@oztell.com a ticket number will be issued to you via reply email for easy tracking of your query. If you have multiple queries in a single email, different ticket numbers may be issued for each. Email queues are clearer only during official working hours (Monday to Friday 8am to 5pm Sydney Australia time). Respond time is normally by the next working day. Phone Support Phone Support should be used when you cannot make use of or get no satisfaction from the Forum and Email support above. For example, when you have an urgent issue or when you need to actually talk to someone directly. Please ring 1300 130 118 between 8am to 5pm Monday to Friday (Sydney Australia time). First half hour of phone support each week is free for each account, after that it is at $20 per half hour (or part thereof). Bespoke Support Bespoke support specific to your situation is available through OZtell and its partners. These include on-site support and training, after hours phone support, complex setup and configuration, special modification to the services. Current labour rates are $60 per half hour (or part there of). Excluding any related expenses (travel, telecommunications, consumables, equipment rental etc.) Wiki Documentation A new online documentation is being developed at the moment. You can access the OLD document on the wiki site http://en.net2max.com/One_Click_Contact. There are also some documentation available by simply clicking on the Help logo in the upper right hand corner of any web page AFTER you have logged in to User Web Site. Note that the online documentation is context sensitive and will change with each web page. To turn OFF online documentation click on the same Help logo again. Expired and Frozen Accounts Accounts with more than 30 consecutive days of negative balance will be Frozen. Accounts with more than 2 consecutive years of no payment will be Expired. 1. Expired - CAN use as normal - data is KEPT - no longer customer until next payment - payment can be made to Expired account so account can become normal customer account again - operates on goodwill 2. Frozen - CANNOT be used as normal - data is KEPT - no longer customer until next payment - payment can be made to Frozen account so account can become normal customer account again 3. Deleted - CANNOT be used as normal - data is DELETED - no longer customer - need to reapply to join service again People who log into Expired Accounts will get a friendly reminder message telling them that their accounts are expired. They can still use all features like normal customers, just that there is no commercial relationship anymore, so we are providing the service and support as a courtesy. Expired Accounts can be frozen or deleted at anytime, although normally they will be allowed to operate for at least 6 months before being frozen. Frozen Accounts can be deleted at anytime, although normally they will be allowed to stay frozen for at least 2 months before being deleted. HINT: You can keep accounts from being expired at very low cost by using internal funds transfer. The minimum amount for internal transfers is much lower than the minimum amount for external deposits. So instead of depositing the minimum deposit amount (e.g. $20) from external sources into an account every 2 years, you can just transfer the minimum transfer amount (e.g. $1) from another OZtell account into it every 2 years. This is especially useful to people with a lot of sub-accounts. Further details are in the Service Agreement under clauses 5.7, 13.4 and 13.5. Complaints & Escalation If you have any questions about our services, the practices of our company, or your dealings with us, please contact support@oztell.com. If issues are not addressed to your satisfaction or if problems are not resolved in a timely manner, please contact the Complaints Department at complaints@oztell.com. If you are not happy with the response from our Complaints Department, you are welcome to contact the OZtell management directly at management@oztell.com. Note that the OZtell management is not the first line of customer support, so please only make contact when required. More details on our Complaint Handling Process is available HERE. |
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