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 Ticket

WhatsApp Support

For SLA retainer clients — urgent issues, outages, and after-hours emergencies. Message us on WhatsApp and we'll connect you instantly.

Start a Chat

Email Support

For non-urgent queries or if you prefer email. We aim to respond within 4 business hours.

support@webacumen.co.za

Client Account

Your WebAcumen Account

Manage services, invoices, domains, and support tickets — all in one place.

Response Times

Support SLA by Plan

Plan	First Response	Resolution Target
Standard (all clients)	2 business 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?

Submit an urgent ticket via the support portal and mark the priority as 'Critical' — we will respond immediately. SLA retainer 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.

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?

Submit an urgent ticket immediately and mark it 'Critical'. Do not delete anything — we need to investigate the attack vector. SLA clients: contact us via WhatsApp for the fastest response. 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 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.

Submit a Ticket Contact Us