Q. What telephone
support do you offer?
A. Fault Reporting: Easemail will provide a fault
reporting service 24 hours, 7 days a week (24x7).
All fault reports can be made to the Help Desk
on 1300 308 820, or by email to support@easemail.net.
Recorded responses occur between 9:00pm and 7:00am
daily. Customers must quote their Customer name
and a brief description of the fault.
Fault Response: Faults logged by telephone
or email are responded to 7 days a week. Responses
occur between the hours of 7am-9pm (Mon-Fri) and
9am-4pm (Sat-Sun).
For faults escalated to easEmail's second level
support (easEmail's Services Group), the response
times, based on the service not performing to customer
expectations, are:
Critical problems: Customer response
time < 30
minutes
Major problems: Customer response time < 1 business
hour
Minor problems: Customer response time < 5 business
hours
For problems defined as minor and major, initial
contact with the customer who logged the fault will
determine the plan for service restoration and next
contact time. For critical problems, the second level
support team will apply continuous effort to restore
the service after the initial response time.
Q. Is the easEmail connection fast and reliable?
A. easEmail is a Tier 1 Internet Service
Provider and the easEmail connection is one of the
fastest and most reliable connections in Australia.
Not only that, we also have one of the largest number
of dial in locations of any Internet Provider in
Australia. This is particularly handy if you are
travelling throughout the country. You can access
your email from anywhere without incurring STD charges.
Q. How can I make payments?
A. easemail offers regular payments by either credit
card or direct debit to your nominated bank account.
You may even pay in cash by visiting our Brisbane
Head Office during normal business hours.
Q. What settings do I need to connect to the internet?
A. All our simple settings can be located by clicking
here.
Q. What are the phone numbers of our various POP
locations?
A. Our single Australia-wide number is: 0198 307 150.
For only the cost of a local call you will be connected to any POP
location within Australia.
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