Support from peoplewho work in Singapore.
Tickets and email, Monday to Friday, 9am to 6pm SGT. Monitoring runs around the clock. Here is how to reach us, what to put in a ticket, and what we deal with first.
Contact form emails are not arriving
yourcompany.sg, Business web hosting
You
Since this morning, messages sent from the website form do not reach our mailbox. The form says it was sent. Nothing changed on our side.
Zension support
We are looking at the mail logs for your account now and will report back on this ticket.
How to reach us
Hours are Singapore time. Monitoring is the only channel that runs outside them, apart from the emergency line on the plans that include it.
- Tickets
- Open a ticket from the client portal, Monday to Friday, 9am to 6pm SGT. It is tied to your account, and every reply stays on the ticket.
- Email and phone
- Email enquiry@zension.com or call +65 3112 2333, Monday to Friday, 9am to 6pm SGT. For anything technical a ticket is quicker, because it arrives with your account attached.
- Monitoring
- Our servers are watched around the clock, every day. When an alert fires, an engineer is paged.
- After-hours emergencies
- Corporate web hosting plans, Corporate WordPress plans and managed cloud servers include an after-hours emergency line.
What to put in a ticket
The more of this you include, the less we have to ask. Most tickets are answered fastest when the first message is complete.
- Which service
- The domain name, and the server or plan if you have several.
- What you expected
- And what happened instead, in a sentence or two.
- When it started
- The time, in Singapore time, and whether it is still happening.
- The exact message
- Copy any error text, or attach a screenshot of the whole screen.
- What changed
- Anything done in the last day or two: an update, a new plugin, a DNS change.
- The best number to call
- So we can ring you if talking is quicker than typing.
What we deal with first
We do not publish reply times we cannot guarantee. Tickets are read as they arrive in business hours and handled in this order, by how much of your service is affected. The uptime we work to is on the service levels page.
| Order | What it is | What happens |
|---|---|---|
| First | A service is down or unusable | Handled before everything else |
| Next | A major function is badly impaired | Handled as soon as outages are clear |
| Then | A minor fault, or a question about how something works | Answered in the order received |
| Scheduled | A request, a change or general advice | Arranged with you for a suitable time |
Useful places
- Client portalLog in, open and track tickets, pay invoices.
- Network statusCurrent state of our servers and network.
- GuidesPlain-English answers to common hosting questions.
- Service levelsThe uptime we work to and how maintenance is handled.
- Website migrationHow we move your site and email for you.
- ContactSales enquiries and other ways to reach us.