Frequently Asked Questions
Q: How long does it take to setup my web hosting account?
A: Accounts are setup in 1 - 3 hours after payment during 08:30am
to 16:30pm and slightly longer after hours.
Q: How long before my domain is active and ready to use?.
A: Newly registered domain names are usually active within 2-4hours.
When a .co.za domain name is transferred, the domain transfer ticket
will be submitted by either Newnet or the client, whereafter the
domain will be updated after 24hours provided that the transfer
was accepted by the current host and/or client. After the domain
is updated, the domain name might take between 4-24hours to fully
propagate.
When top level domain names are transferred, the client needs to
unlock the domain name and retrieve an Authorization Code from the
current Registrar. This information needs to be send to Newnet to
allow us to purchase a domain transfer with Godaddy. Godaddy will
then send an email to the loosing registrar (administrative contact)
which will contain a transaction ID and a security code. This information
needs to be send to Newnet to allow us to confirm the transfer.
The loosing registrar has 5 days to accept the transfer. If they
don't accept, the transfer will automatically be approved after
5 days.
Q: Do you have a 30-Day Money Back Guarantee?
A: Yes. Customers may take advantage of our 30-day Money Back Guarantee
if they
are not 100% satisfied with the service provided. The customer must
request cancellation in writing to reach Newnet on or before the
30th day of the service application.
The 30-day Money Back Guarantee does not apply to the following:
Domain registrations
Domain transfers
Domain renewals
Internet Access Packages (Client or Reseller Packages)
ADSL Services
Setup Fees
If a customer or reseller used more resources than those specified
in the package applied for, the customer will be billed for the
over usage. Payment of the 30-day Money Back Guarantee will take
place once all outstanding invoices are paid in full at the end
of the cancellation period or by the 25th of the following month.
Q: Do you offer telephone and Help Desk support?
A: Yes, we offer telephone support during office hours as stated
on the Contact page. We also offer a user friendly Email, Help Desk
and Technical FAQ section in the client account area.
Note: Client Technical Support available at: https://clientzone.newnet.co.za
Q: How do you handle technical support?
A: Our support knowledge base and tutorials have been designed to
handle most every common question. Should you need additional help,
we pride ourselves on fast personalised support. We have found that
the best method of tracking questions and support issues is via
email because it allows us to:
- maintain a time and date stamped audit trail of each call and
response,
- allows our technicians to handle each client fairly on a first
come first served basis
- it allows us to manage more support calls without tying up more
technicians at peak periods
- it eliminates our technicians wasting valuable time reviewing
and transcribing phone messages and trying to match them to accounts.
- it ensures our clients won't be on hold or start a vicious cycle
of phone tag.
- it allows us to maintain a more streamlined and efficient staff
and pass the saving on to you.
Q: What Control Panels do you offer?
A: We offer the latest Plesk for Linux and Plesk for Windows Control
Panel depending on the client features required.
Q: Do you offer Virus Scanning?
A: Yes, we offer free server level virus scanning of all incoming
emails.
Q: Do you offer Spam Filtering?
A: Yes, we offer optional server level spam scanning of all incoming
emails.
Q: Do you offer Backup services?
A: Yes, our Linux servers have Client Backup features where the
clients can make regular backups of their domains and download to
their local pc's. We also do daily incremental backups of the servers.
Q: What connectivity do you have?
A: Newnet offers world-class connectivity and value-added services
at an affordable price that gives you the power and benefit that
comes with putting your business on-line.
International:
- Satellite connection
- Infolink
- Land-Line (Backup)
Local Peering:
- SAIX (South African Internet eXchange)
- JINX (Johannesburg InterNet exchange)
- Fibre to IS (Internet Solutions)
Q: What forms of payment do you accept?
A: We only accept debit order payments.
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