Lounge Network New Zealand
Priority Support Request

Our Priority Support Request form is for clients who need Urgent Support during our normal business hours of 9am - 5pm, Monday to Friday (NZ Time, excluding holidays). If you don't need urgent support, please using our regular support form by clicking here. Please note that there is a charge for priority support as explained below.

If you need Urgent Support outside of our normal business hours, please consider using our Emergency After Hours Support form by clicking here (after hours charges apply). Alternatively our comprehensive Knowledgebase may contain the answer you need.

Examples where Urgent Priority Support maybe required, include the following situations:

- Your domain name has expired, and you need to renew urgently.
- You need a server setting or domain name setting changing urgently.
- A service isn't working, such as email or web hosting.
- Your website has been hacked and you request a backup to be restored as soon as possible (a backup restoration fee applies)

Our Priority Support service costs $25 + GST per support issue, and we guarantee that we will reply to it within one hour. Priority support tickets are usually placed in front of regular support tickets depending on the nature of the ticket. Should we not reply within the guaranteed one hour period, which could occur for various reasons, such as if we are experiencing high support loads, then the $25 fee will be waived. We don't guarantee that a priority support issue will be resolved when we reply, nor that any issue will be resolved within the one hour, as technical issues can take time to resolve. We only guarantee that it is being dealt with as quickly as possible and that it has our full attention to resolve as quickly as possible.

The Priority Support fee is also waived if you report server related issues/outages that don't yet appear on our Network Status Page. However the fees waive doesn't apply if the problems are related to your websites own software where it has stopped working, has been hacked, or the problem isn't server related at our end. If your website is malfunctioning due to a problem with the websites own software, or has been hacked, the best person to contact is your web designer to fix any problems or vulnerabilities with it's code.

 


When you submit the form below, a 'Priority Support Request' will be logged in our systems. Clients who submit a priority support request will be invoiced a $25+GST priority support fee. This charge will however be refunded where you are alerting us to a widespread network or major server problem. If there is a known issue with the server, then it will usually be posted on our Network Status page, which you can find by clicking here. Please also read our troubleshooting guides in our Knowledgebase.


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If you don't agree to our terms, please instead use our normal support form by clicking here, or submitting the question through your hosting control panel. You won't be able to submit this form unless the terms are agreed to.


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All prices exclude GST unless otherwise stated. Errors and omissions excepted.
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