ANNO Support

ANNO Client Support
We are there for you

[ Helpdesk ] [ Community Forum ] [ e-Lists ] [ Billing Support ] [ Server Status ]

Welcome to the ANNO Client Support web site.

We believe that we provide a first class web hosting service. But sometimes things go wrong. Whether the problem is on our side or your side, clear communication is the key to prompt and effective solutions. And that is what this site is all about - communication.

Your IP address is 38.107.179.206
Submit your IP address to ANNO Support

Technical and billing support channels:

Helpdesk: Submit a problem or question. A qualified staff members will respond to query as soon as possible.
Community Forum: Discuss web hosting issues with other ANNO clients, get answers to your questions and help others with their questions.
e-Lists: E-mail notification of server and network maintenance, and news of a general nature.
Billing System: View your invoices and pay your account online.

Should you need to contact us off-line:

Canada and USA			Skype
Toll free phone:	866-855-anno 866-855-2666
Toll free fax:	866-323-7393

South Africa		Use Skype to call us at anno.com. Your Skype call will be forwarded to our regular phone number FREE of charge. Call us even if our Skype profile shows us as being offline. Get Skype now!
Toll free phone:	0800-992-338
Fax:	011-507-5755

Helpdesk

You can report a problem or ask a question relating to technical support, billing or sales in one of two ways:

Log in to the Helpdesk and submit your query, or
Send an e-mail to the relevant department: using billinganno.com for billing matters and supportanno.com for everything else.

Your query will be captured by our Helpdesk, given a ticket number and assigned to a qualified staff member. The issue will be addressed, problem fixed or question answered at the earliest opportunity.

Tickets are saved in a database. This makes it possible for you to log in to the Helpdesk at any time to view the status of current and past tickets.

Go to the Helpdesk »

Which support method is best?

Depending on the situation, there is one or more correct communication channels you can follow. We recommend the following:

For technical support

If you experience a problem of a general nature, i.e. one of which the solution may be beneficial to other ANNO clients as well, please post it in the Community Forum. Your question and the response by an ANNO staff member or another forum member could serve as a valuable pointer for someone else in the future, experiencing the same problem.

If you have an issue that is specific to your hosting account or you wish to discuss the matter in private, please use the Helpdesk instead. Support tickets are handled confidentially and promptly.

In case of emergency, e.g. you web site appears down, feel free to call us at one of the above numbers. Emergency support calls are accepted 24 hours a day. We are located in Canada, and there are big time differences to many of our clients around the world. So, please understand when you speak with a staff member that sounds half asleep — you may just have woken him in the middle of the night!

Stay informed

Server and network announcements and general news are communicated via our e-mail lists and the Forum. As a client, you are urged to subscribe to the relevant mailing lists to ensure you receive important notifications of server and network maintenance and also to remain updated on new services and other happenings at ANNO Internet.

All announcements are echoed in the Community Forum where you have the opportunity to discuss the relevant matters. You may want clarification on an announcement or express your satisfaction (or dissatisfaction).

Ask a question or make a comment

Post your questions and comments in the Community Forum. Other clients may have similar questions and can benefit from the discussion you initiate.

Comment on our service

Post your comments, suggestions, compliments and complaints in the Community Forum. Please use the Helpdesk to bring urgent or sensitive matters to our attention.

Billing inquiries

Please ask questions of a general nature in the Community Forum. For invoice details log in to the Billing System. If you wish to query an invoice or payment, use the Helpdesk instead.

Community Forum

Whereas the Helpdesk is a confidential method of getting your questions answered, the Community Forum is quite the opposite. The Community Forum is a public forum where your can freely discuss web hosting issues with other ANNO clients.

You should view the Community Forum as a "self-help" technical support resource. Forum members can post and respond to each other's questions. And if you can assist someone else, please do not hesitate to post a reply - someone else is sure to repeat the favour in future.

The Community Forum is monitored by ANNO support staff. We participate on a regular basis and will post replies to your questions whenever possible.

All announcements made by ANNO Internet, news releases and maintenance notices, are echoed in the Community Forum. This is where you can respond with comments and questions. You can also send other members private messages - a system similar way to e-mail, but inside the Community Forum.

We understand that you have a business to run and don't have time to hang around the Community Forum all day. Nevertheless, please register and participate at your own pace.

Go to the Community Forum »

e-Lists

There are times that it is essential that we communicate directly to you via e-mail. We have set up a number of e-mail lists for general announcements and maintenance notices. General announcement cover issues like the new services and promotions. Maintenance notices cover matters of more serious and sometimes urgent nature, such as server and network upgrades or problems.

Please subscribe to all e-Lists that affect your hosting account, e.g. the General Announcements and your Web Server List. We recommend you use an off-server e-mail address to ensure that we will still be able to contact you in the unlikely event of your server experiencing a serious problem.

You can subscribe to or remove yourself from the e-Lists at any time in a few easy steps.

Go to the e-Lists »

Billing Support

Our Billing System provides a real-time view of the state of your account. You can view past invoices and also pay your account online, safely and securely.

Please contact the Helpdesk in case of a billing inquiry.

Get billing support »