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 TicketCall Us
For urgent issues or when you prefer to talk it through. Available Monday–Friday, 8am–5pm SAST. After-hours emergency support available on Pro retainer plans.
+27 78 876 3095Email Support
For non-urgent queries or if you prefer email. We aim to respond within 4 business hours.
support@webacumen.co.zaBilling Portal
View invoices, make payments, update payment details, and manage your hosting subscriptions.
Access Billing PortalClient Portal
Track projects, view documents, and manage your account in one place.
Response Times
Support SLA by Plan
| Plan | First Response | Resolution Target |
|---|---|---|
| Standard (all clients) | 4 hours | 24 hours |
| Essentials Retainer | 48 hours | 5 business days |
| Business Retainer | 4 hours | Same day (critical) |
| Pro Retainer | 2 hours | 8 hours (critical) |
Want a better SLA? View maintenance retainer plans.
FAQ
Common Support Questions
What are your support hours?
Our standard support hours are Monday–Friday, 8am–5pm SAST. Emergency support for hosting outages is available 24/7 through our monitoring system. Pro retainer clients have access to after-hours support with a 2-hour response SLA.
How do I report a website or server outage?
Call us directly on +27 78 876 3095 or submit an urgent ticket via the support portal. Mark the priority as 'Critical' and we will respond immediately.
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 the billing portal or submit a ticket and we will handle the upgrade with zero downtime. Upgrades are prorated to your billing cycle.
My email isn't sending or receiving — what do I do?
Email issues are treated as high priority. Submit a ticket with the affected email address and a description of the problem. Include any error messages you are seeing. We will typically resolve email issues within 2 hours.
I've been hacked. What should I do?
Call us immediately on +27 78 876 3095. Do not delete anything — we need to investigate the attack vector. We will isolate the affected site, clean the malware, and harden the security configuration.
How do I get my hosting login details?
Log in to the billing portal 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 give us a call — we'll sort it out.