Net Solutions Support

Technical Support

Everybody will encounter the need for Technical Support at some time. More often than not the quickest way to resolve an issue is to search for a solution is Google or Bing as it’s highly likely that somebody else has had the same or similar issue. Please also consult our Knowledgebase which is filled with common questions and answers about our services.

For cPanel Hosting customers please refer to the cPanel Documentation and cPanel Video Tutorials.

Net Solutions offer Paid Support and Complementary Support. Please familiarise yourself with the Terms and Conditions for the service pertaining to your support query as some Service Requests are complimentary as part of your service while others are billable.

If you are unable to resolve your support query all of the above fail you can raise a Service Request with Net Solutions. All support requests are initiated by raising a Service Request via our Client Area which will communicate with you via email. Please provide as much information about the issue as possible and how to replicate it. Please include any error messages you might be seeing, or even take a screen shot and attach it to the Service Request so we can get a better understanding of the issue. In order to streamline support requests and better serve you, we use an online Support Ticket System where each request will generate a unique ticket number that is emailed back to your primary email address we have on file when the service was ordered. We provide complete archives and history of all your support requests.

Billing Support

secure-payments-by-paypal-1All Invoices are issues electronically via email as a PDF attachment and are sent from the billing@netsolutions.net.au email address. If you are using a SPAM filter, please whitelist this email address.

Recurring Invoices are typically issued 21 days before the due payment with a reminder sent 5 days prior to the due date. If Invoices are overdue an overdue reminder will be sent, 2, 7 and 10 days after the due date. Your Invoice will clearly outline the service for which you are billed for and the payment due date. As our billing system is automated and tied in to our provisioning system, please make sure your bills are paid on-time to avoid any service suspensions and disruptions.

We accept Direct Bank Deposits, Paypal, Visa Mastercard, American Express, Discover and Cheques. Please note that Cheques get processed weekly and Invoices will only get marked as paid once Cheques has been cleared by our Bank. To avoid service disruptions Cheques should be posted at least two weeks before the due date.

Client Area Portal

All aspects of your managing your services are performed from our Client Area.

You can order new services, augment , or cancel your services. When you login you see a complete list of all your services and the ability to configure them. For instance, if you ever lose your cPanel password, you can view and change the master password from the Client Area.

All invoices including current and historic may be viewed, downloaded from the Client Area.

All domain name management is performed from the Client Area.

Our Client Areal uses https:// SSL encryption to give you the highest level of security and we do not store your credit card details