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OzHosting.com - Support Desk

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Oct
5
We are introducing a new helpdesk system to improve our customer support
Posted by Support Team on 05 October 2019 01:31 PM

As part of our continuous effort to give you a better experience, we are in the process of migrating our customer support processes to Freshdesk.

We strive to take full advantage of the powerful capabilities and best-practices in Freshdesk, to give you a better support experience.

How does this make a difference to you?

Not much changes in terms of how you get in touch with us.

Following options will still be available;

Email

You can send us an email to support@ozhosting.com, and our support system will automatically create a ticket on your behalf.

You will also be notified of our responses and status changes to your tickets via email as well, and you can send out your replies directly. The first time you send us a support query, you will receive an email with activation
instructions to login to our support portal at https://support.ozhosting.com.

Live Chat

Our support engineers will be available to engage with you via Live Chat directly off the following sites;

https://www.ozhosting.com.au

https://support.ozhosting.com

Submit a Ticket via Support Portal

Visit our Support Portal and lodge a ticket directly via the "New Support Ticket" option.

Note: When you lodge a ticket for the first time with the new Support Helpdesk system an account will be automatically created for you to manage your tickets in future.

Going forward, you can check the status or add comments to your support queries here. We are actively populating our support portal with FAQs and solutions in our knowledge base, so you can help yourself to how-to's and instructions.

We will provide you further updates as we get closer to launch.


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Aug
1
IMPORTANT NOTICE – New Credit Card Payment System - 1st AUGUST 2019
Posted by Support Team on 01 August 2019 08:11 AM

Note: This information only affects you if you pay your OzHosting.com charges via Credit Card

We have now officially activated our new Payment Gateway service.

The service is powered by Stripe which provides a highly secure, powerful and compliant payment gateway that is trusted by thousands of Australian businesses. Our partnership with Stripe allows us to provide the latest comprehensive security followed by a rigorous compliance structure to ensure that your credit card is highly protected.

What happens to my current credit card on file?

Your existing credit card details have been removed as our Automation System will no longer hold the credit card details

What do I need to do now?

You will be required to log into your OzHosting Control to add your credit card details again.

How do I add my credit card again?

We have put together a basic article to show you how to add a credit card.

Click here to access -> How to Add a New Credit Card

What is the $1 charge when I add my credit card?

To verify the authenticity of your credit card a pre-auth check is performed in real-time. During this process a temporary $1 charge is made against your card and then immediately refunded but the system.

How do I pay an existing order with my new credit card?

Great question, just follow the article we created below to complete the order.

Click here to access -> How to Pay Outstanding order with New Card

Is there still a credit card handling fee?

Yes, the existing 0.9% surcharge will still apply to all credit card transactions.

Who do I contact if I need further help?

If you are having troubles accessing your OzHosting Control Panel or following our Knowledgebase Articles you can contact our Accounts Team via the following methods

Live Chat – Jump on our Website between 7am and 7pm and click on the Chat button that will appear

Phone – Call 1300 467 843 between 8:30am and 5:30pm, Mon – Fri and Press Option 2 to speak to Accounts

Email – Please send an email to accounts@ozhosting.com


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Jul
4
IMPORTANT NOTICE – CHANGES TO CREDIT CARD PROCESSING - 1st AUGUST 2019
Posted by Support Team on 04 July 2019 11:14 AM

On the 1st August 2019, OzHosting.com will be switching to a new Payment Gateway provider which will allow us to deliver some exciting platform upgrades throughout the new year.

As part of the switch to the new Payment Gateway provider, you will be required to update your OzHosting.com Account by adding your Credit Card details once again. When the credit card is added again it will create a "secure token" which will be used for processing future payments.

As we will then only hold the token issued by your bank, we will no longer ID customers by asking for “last 4 digits of card” as we will no longer hold this information. Failure to update your OzHosting.com account after the change has been implemented will result in orders and renewals failing to provision.

You will receive a notification sent via email to confirm once the new Credit Card Processing changes have been implemented so you can then login and update your account.

If you have provided a Mobile number on your OzHosting.com Account, you will receive an SMS to remind you to log into your account to update add your Credit Card.

Please Note: Changes need to be done after 1st August 2019

If you have any questions regarding the upcoming changes to the Payment Gateway please send an email to accounts@ozhosting.com or call +61.289162100

 


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Nov
27

From 1st January 2019, the prices for Microsoft Online Services will increase by 8%  

How does this effect me?

New Subscriptions
provisioned on or after 1st January 2019, will be subject to new pricing.

Existing Subscriptions receive price protection during their term which is normally twelve months from the start of paid subscription. Additional seats to an existing subscription after 1st January 2019, will be at the previous billing price which remains in place for the remaining twelve month term purchased before 1st January 2019.

Renewals will be subject to the then current prices as determined by the pricelist at the time of renewal


Products Impacted:
Microsoft Office 365
Microsoft Business 365
Microsoft Azure
Microsoft Dynamics

CLICK HERE
for more details or email sales@ozhosting.com


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Jan
4
IMPORTANT NOTIFICATION: .au Domain name transfer | Registrar Update
Posted by Support Team on 04 January 2017 03:57 PM

IMPORTANT NOTIFICATION: Domain name transfer | Registrar Update

Due to recent corporate restructure, Melbourne IT (OzHosting.com's .au domain partner) will transfer its partner business to TPP Wholesale, another member of the Melbourne IT Group.

As part of this move we are required to formally change the Registrar of Record on domains registered via Melbourne IT on 08/02/2017. TPP Wholesale will become the new Registrar of Record and OzHosting.com will continue to manage the domains for you.

Affected domain owners will shortly receive an email from Melbourne IT to inform of the upcoming changes.

This transfer will be completed automatically with no disruption to existing services and no action is required from our affected customers.

There will be no costs incurred as part of this transfer, or changes made to any details relating to the domain name(s) (other than the 'registrar of record' for your domain name).

Please note that all registrars must comply with the .au Domain Name Suppliers' Code of Practice and the auDA's transfers policy.

As per auDA requirements, Melbourne IT will send a reminder email seven (7) days prior to the transfer.

If you have any questions associated with this transfer, please contact us via email support@ozhosting.com or call +61.289162100


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