Net Solutions Support

Support Overview

Net Solutions offer Complementary Support for our products and services and Paid Support for other services. Please familiarise yourself with the Terms and Conditions for your services to determine what support is complimentary and what is billable.

We also maintain a Knowledgebase which answers commonly asked questions.

In order to streamline support requests and better serve you, we use a Client Area portal that contains a Support Ticket System. Here you can submit your support requests via a secure online form to the relevant department. When a ticket is created our system records all the interactions on a support or service case. The ticket is shared between both our support staff and the customer and logs all communication in one continuous thread. If there's any confusion, or if a detail is overlooked, both parties can refer back to the ticket at any point to review past information on the request.

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.

If there are know technical issues with our services or upstream providers outages or any planned maintenance work, Net Solutions staff will post any advisories in the Client Area Announcements section. We may also post in our Network Operations Twitter feed.

Billing Support

All 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 14 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, 1, 3 and 7 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 and Stripe. All major Credit Cards are accepted via Stripe or Paypal. Direct Bank Deposits require clearance by our bank and may take several days to clear so to avoid service disruptions Direct Bank Deposits should be posted at-least 2 business days prior to the due date. Please note that Cheques are no longer accepted as of Jul 2017.