Holiday Operating Hours & Support Procedures

Thursday, 24 December 2009

Yes, it's that time of year again. It's been a challenging 2009 for many, so perhaps the break hasn't come too soon? This email explains how and when you can get help from us over the next two weeks.

Internet Hosting

The Internet Hosting support team will continue to operate 24/7 throughout the holiday season.

To request support, email support@prussia.net or go to prussia.net/support and open a new job in the "Internet Hosting" category. You will receive an email achnowledgement immediately, and usually the human response will be within an hour.

To get the best support:

• Rule out problems your end first. Are you actually connected to the Internet? If you can't see other, random, websites, then you're not. Restart your Internet connection and your computer and try again. If there are other computers at your location, see if they have the same problem. Is the problem just with you? Use Down for everyone or just me? to check.
• Be specific. Describe the problem in detail. Don't just say "email isn't working", say, but give a specific example with the addresses it's to and from, the subject and when it was sent. Give the full, exact text of any error messages — including all the numerical error codes because they're actually what we use to troublehoot. Describe specifically what things you've already tried.
• Provide background. While the support team has all of your recent job tickets on file, they don't know you, your business or your computer set-up. If, for example, you share a mailbox between your iPhone and a Mac, or if you're using webmail on holidays instead of your usual email program, or a relative's Internet link instead of your usual one at home, tell them. Specifically.
• Be accurate. Don't exaggerate the problem or use vague terms like "lots" of spam or "the website takes ages to download". Tell them whether it's 50 or 500, 3 seconds or 30. And don't "forget" to mention that someone else already tried to help and changed a setting.
• Be prepared. Have your account information, passwords and other configuration information handy. If you're travelling, take copies with you.

Please remember that the Internet Hosting support team does not provide telephone support, and cannot provide general IT support for your own computer systems and networks.

Web Development

Our web developers are working every day that isn't a public holiday (see below).

If we regularly maintain your webiste, you will aready have an open project in our project management system Basecamp at prussia.basecamphq.com. Open a new message thread for each task or logically-connected set of tasks. We check for new jobs every working day.

If we only deal with your web maintenance on request, email webdev@prussia.net or go to prussia.net/support and open a new job in the "Web Development" category. You will receive an email acknowledgement immediately, and a human response within one business day.

Please note that we usually have work in the queue, so please don't leave things until the last minute. If you know there's a big batch of work coming but don't have the details, still let us know so we can schedule it in.

IT Support

Prussia.Net no longer provides general IT Support unless we have a managed services agreement with you. In Sydney, we recommend React Solutions for home, SOHO and quick small business work, and Friendlyware for longer-term support of more complex networks with a server.

If you do have a standing arrangement with us, email itsupport@prussia.net or go to prussia.net/support and open a new job ticket in the "IT Support" category. You will receive an email acknowledgement immediately. We handle jobs between 8am and 6pm Sydney time on business days only.

If you cannot access the web, then phone +61 2 9557 5545 and leave voicemail. Your vociemail will be forwarded to us and will open a new job ticket automatically.

Administration & Sales

These will be handled during business hours on days which are not public holidays (see below).

The email addresses to use are admin@prussia.net and sales@prussia.net. You will receive an email acknowledgement immediately, and a human response within two business days and usually much sooner.

Holidays and Business Days

Fri 25 Dec to Mon 28 Dec 2009: CLOSED
Tue 29 Dec to Thu 31 Dec 2009: OPEN
Fri 1 Jan to Sun 3 Jan 2010: CLOSED
Mon 4 Jan 2010 onwards OPEN

Season's Greetings

Finally, may I take this opportunity to thank you for your continuing support through 2009, and to wish you and your families a safe and happy Holiday Season, and a prosperous New Year. Good Fortune!

Kind regards,

Stilgherrian
Prussia.Net

Prussia.Net
Managing Information for Small Business
PO Box 103, Enmore NSW 2042, Australia
T: +61 2 9557 5545
F: +61 2 9516 5630
ABN 25 231 641 421

For technical and admin support, please visit prussia.net/support.