Commonly Asked Questions...

If these commonly asked questions don't answer your question, please submit a support ticket.

FAQ Categories: Technical Support Options
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Current Category: Technical Support Options
  1. What kinds of technical support does AusTiger offer?
  2. What exactly do you provide support for? Is there anything you don't support?
  3. How can I raise a support ticket?


1.   What kinds of technical support does AusTiger offer?
 

We currently offer the following technical support options:

  • Ticket support: customers are welcome to open tickets 24/7 via our support page
  • Business hours support: we endevour to respond to all new cases Monday to Friday between 8:30am-5:00pm
  • Weekend support: weekend support is available by raising a ticket.  Weekend support is only offered for requests where a service is down.  If your request is less urgent it will be handled the next business day
  • Weekday out of hours support: weekday out of hours support is available by prior arrangement or the same methods as Weekend Support

Please note: our hosting environment is comprehensively monitored with alerting to AusTiger technicians 24/7.

  
2.   What exactly do you provide support for? Is there anything you don't support?
 

We currently provide technical support for the following issues:

  • Website or email problems caused by an issue with one of our hosting servers.  If you're uncertain, just raise a ticket and our team will investigate.
  • New or renewal of SSL certificates
  • DNS changes for zones on our nameservers
  • Ongoing performance tuning and management of servers (for VPS clients only)
  • Provision of new hosting space or changes to existing hosting space
  • Trouble accessing webmail for POP email accounts
  • Registration and renewals of domain names

We do not offer technical support in the following cases:

For these cases you should reach out to your I.T. provider or device vendor for assistance.  If you're uncertain, just raise a ticket and we will let you know.

  • Help with email client configuration. e.g. set up of email accounts in Microsoft Outlook or any other 3rd party email clients
  • Help with email configuration on mobile devices
  • Outgoing mail (SMTP) on any client or mobile device for POP accounts
  • Cleaning up malware or hacked websites
  • Any management or patching of website software.  e.g. patching or upgrading Wordpress
  
3.   How can I raise a support ticket?
 

Just head on over to our support page and submit the form.  Click here to go to our support page.