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Support FAQ
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Do you offer phone support?
How do I raise a support ticket?
How quickly can I expect problems to be resolved?
Where do I find the FTP details for my account?
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| Do you offer phone support? |
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| We have our own ticket system to deal with support requests. Unlike our mailboxes, the ticket system is manned 24 hours a day 7 days a week, even Christmas, and other holidays - so there will always be someone there to help you through your problems. We find the ticket system allows us to better answer your questions as we have a complete record of what your issue is and what our technicians have said to you in the past. This means you don |
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| How do I raise a support ticket? |
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To raise a support ticket you need to log in to your Account Manager. You can do this by clicking on the Account Manager button at the top right of this page.
You will have chosen your username and password when you originally signed up for your Netpivotal account. These details are also contained in your welcome email.
When you have logged on to your Account Manager simply click on the Raise A New Support Ticket link. Type as much detail as possible about the problem you are experiencing and our support team will be alerted immediately. |
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| How quickly can I expect problems to be resolved? |
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| Our custom ticket system is monitored 24 hours a day 7 days a week. Our technicians aim to answer support issues within 2 hours. This of course varies depending on the complexity of the problem. |
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| Where do I find the FTP details for my account? |
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When you sign up with Netpivotal we send you two emails, one is a receipt and the other is headed "Netpivotal Account Login Details". In the login details we provide you all the usernames and passwords that you need. These emails are also recorded in as closed tickets in your support area of your Account Manager for future reference.
The general format of FTP details should be like this:-
Server: ftp.yourdomain.com
Username: yourusername
Password: yourpassword
If you have deleted your Login email a copy is stored in your Account Manager as a closed ticket. |
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