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Apr
5
Customer Support Update
Posted by Rowena Barrett on 05 April 2019 09:25 AM

Dear Customers,

Due to an internal staff event being held today, Friday 5 April please note that support response may be slightly delayed due to a lighter roster of staff on duty. Thank you for your understanding.

Regards,
The Support Team


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Feb
20
Support Updates
Posted by Rowena Barrett on 20 February 2019 05:04 PM

Dear Customer,

Umbrellar Online is in the process of introducing a dynamic new customer service platform (Salesforce) to better support and service our customers moving forward. While we are in the transition phase you may notice some small changes to dashboards or control panels you use regularly. Changes made as follows: 

Support Dashboard change (20/2/19)
Please note, customers are no longer able to login and view the status of their support tickets via this address https://support.digiweb.co.nz/index.php?/Umbrellar/Core/Default/Index  We expect to reactivate this service when the new platform is fully developed. In the meantime please contact our support team directly for progress updates if required.

Thank you for your understanding as we transition to our new platform.

Regards,
The Umbrellar Support Team


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Dec
28
Email issue
Posted by Rebecca Darcy on 28 December 2018 02:48 PM

Update: 31/12/18 1:55pm

We believe this issue is now resolve. 

Please let us know if you are still facing issues. 

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Update: 28/12/18 5:30pm

We are still working on this issue.

We thank you for your patience.

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Dear Customers,

We have identified an email issue with the error message: 

(0x800CCC1A) Your server does not support the connection encryption type you have specified.
 
We do not currently have an ETA for a resolution to this issue. 
 
Please be aware, we currently have skeleton support staff for the Christmas period, so wait times on calls to us may be higher than usual. 
 
We are working to resolve this issue as soon as possible. 
 
Kind regards,
The Support team

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Dec
20
Christmas Holiday Support Hours
Posted by Rowena Barrett on 20 December 2018 11:17 AM

Like you, it's important that our core Support Team here at Umbrellar Online powers down for some rest and relaxation after a very busy year. Our offices will be closed over the holiday period from Friday, 21 December 2018 until Monday, 7 January 2019.

Light Support will still be available over the holiday period.
Support Desk Hours: Monday to Friday, 8.30am-5.30pm
Weekends & Public Holidays: not available.

Contact Us here

Merry Christmas & Happy New Year!


Regards,
The Support Team


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Nov
16
Customer Notification - Degraded Email Service (support@umbrellar.com)
Posted by Louie Deocampo on 16 November 2018 04:49 PM

UPDATE 5:30pm

We advise that this situation is now resolved and services are operating normally. You may now use our email channel (support@umbrellar.com) to contact support.

Kind Regards,

The Support Team

===========================================================

Dear Customer,

Currently, we are experiencing issues with our ticketing system and our System Administrators are working to resolve the issue at the earliest.

In the meantime for any urgent support matter,  please call: 0800 344 493 and press option "4".

We apologise for any inconvenience.

Regards,

The Support Team


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Aug
17
Customer Notification
Posted by Rowena Barrett on 17 August 2018 01:10 PM

Dear Customers,

We note that some customers incorrectly received an email from us earlier today notifying them that their domain had been transferred to another registrar. Unfortunately our system auto-generated this email in error and we apologise for any confusion caused.

Please disregard the email you received, it was triggered by an internal process of moving domains from one server to another.

We are working hard to address and resolve this issue and apologise that customers were disturbed.

Thank you for your understanding.

Kind Regards,

The Support Team


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