How to Get Help

Primary Support Channel: WhatsApp

Our primary contact and support channel is WhatsApp.

WhatsApp: 058 583 8196

WhatsApp allows us to:

• Respond quickly
• Ask follow-up questions easily
• Receive photos, videos, and screenshots
• Keep a clear record of the issue

For most issues, WhatsApp is significantly faster than email or phone calls.

What to Include in Your First Message

To help us resolve issues as efficiently as possible, please include as much of the following information as you can in your first message:

1. Your Name and Location

• Your full name
• Property name or location (if you have more than one site)

2. What Is Not Working

Describe the issue clearly and simply:

• Internet is completely down
• Wi-Fi is slow in one bedroom
• TV has picture but no sound
• Cameras are offline

Avoid general statements like nothing works where possible.

3. When the Issue Started

Let us know:

• When you first noticed the issue
• Whether it was sudden or gradual
• Whether anything changed recently (ISP outage, power cut, renovations, new devices)

4. Photos or Screenshots (Very Important)

Please include photos or screenshots where possible, such as:

• Network cabinet or rack
• Routers, switches, or Wi-Fi nodes
• Error messages on screens or apps
• Speed test results

Clear photos often allow us to diagnose issues immediately.

What You Can Try Before Contacting Us

In some cases, simple checks can resolve the issue quickly:

• Check whether your ISP service is working (outage notifications or neighbour confirmation)
• Ensure equipment has power and indicator lights are on
• If instructed previously, reboot one device only, then wait 5-10 minutes

Please do not:

• Power-cycle multiple devices at once
• Unplug network cabinets
• Reset equipment unless instructed

Incorrect rebooting can make diagnosis more difficult.

What Happens After You Contact Us

1. We'll review the information you've provided
2. We may ask for additional photos or clarification
3. We'll guide you through safe checks or reboots if appropriate
4. If required, we'll arrange remote or on-site support

Our aim is always to resolve issues with minimum disruption and clear communication.

Response Times

Response times depend on:

• Time of day
• Nature of the issue
• Whether the system is one we supplied or a client-provided setup

Critical outages are prioritised. Non-urgent issues may be scheduled.

If you have a maintenance or support agreement in place, your response and escalation priority will follow the terms of that agreement.

When to Call Instead

If WhatsApp is unavailable or there is an urgent safety concern, you may call us directly. However, wherever possible, WhatsApp remains the fastest and most effective support channel.