Emergency Support

We maintain regular office hours, Monday to Friday 08:00 to 17:00 Pacific time. In case of emergency, you can contact us 24/7 by submitting an emergency support ticket — please see the instructions below. We endeavour to respond to all emergency support tickets within 30 minutes.

What qualifies as an emergency?

  • Your business-critical email has stopped working, and you are of the opinion it is a problem that only we can fix.
  • Your business-critical website has stopped working, and you are of the opinion it is a problem that only we can fix.

What does NOT qualify as an emergency?

  • Your Internet connection is not working as it should: Contact your Internet service provider (ISP) for assistance.
  • Your service has been suspended or your domain has expired due to an unpaid invoice: Please pay the invoice to restore service or renew the domain.
  • You are struggling with your emai/FTP/cPanel login and cannot connect to the server any more: Our  firewall has possible temproarily blocked your connection. Please see our Knowledge Base for more information: https://secure.anno.com/portal/knowledgebase/25/Firewall-whitelisting.html
  • Anything issue that is not business-critical: Please submit a regular support ticker or call us during office hours.

Instruction for submitting an emergency support ticket:

  1. Go to the Anno Client Portal and log in with your email address (the same email address where you receive invoices from us.)
  2. On the centre menu bar, select Open Support Tickets, and then click the Open New Ticket button.
  3. Select the Emergency department and enter your message. Please include a phone number and (if you are reporting an email issue) an alternate email address where we can reach you.