How Does Your 5 Hour Prepaid Package Work?

How Does Your 5 Hour Prepaid Package Work?

Our “5 Hour Prepaid Package” provides you the peace of mind that we are available when needed. This package can be used in any way you need, whether it is for support and maintenance, training and coaching, or anything else.

The “5 Hour Prepaid Packages” is very popular and offering the best value for money and personalised support through an ongoing relationship with us.

5-hour prepaid package is to be used within various avenues

Onsite or online web coaching offered in 1-hour minimum blocks.
Telephone support and maintenance offered in 15-minute increments.
Unused time never expires.
All time is tracked and listed in our client portal under the tab "Projects", so you always know what has been used and how much is remaining.

Tasks are listed and associated with the relevant support tickets if applicable.

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How Do I Manage My Domains?

How Do I Manage My Domains?

Your domains are accessible on the client portal under the domain tab.

In here you have full access to your domain management.

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How do I Access My cPanel Hosting Dashboard?

How Do I Access my cPanel Hosting Dashboard?

Usually, you can access the cPanel by putting in https://www.yourdomain.com.au/cpanel.

If you are hosting with us, you can access your cPanel dashboard in 2 ways.

1. Through our client Portal: Once logged into your client Portal you can access your hosting cPanel environment through the "Services" tab under "My Services". Just click on the green "Active" link and you will be taken to the hosting service details. For your convenience there are Quick Shortcuts to the most commonly used sections of the cPanel. 
2. Directly on the cPanel URL: Enter your domain and then :2083 for example http://yourdomain.com.au:2083. You will then be asked for your username and password. These details are available in the hosting service details in our client portal.

Remember that the cPanel is the brain of our hosting account. Be careful when you make any changes.

As part of our service, we include 7 days offsite backup. Get in touch ASAP if you need a backup restore (charges apply).

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How do I Manage my Services?

How do I Manage my Services?

Once logged into the client portal, you can view all your services with us on the services tab on the portal menu.

Just click through to "My Services": and all your current services are listed for your convenience.

Clicking through on the green "Active" button will take you to the service management dashboard.

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How do I View Past Invoices?

How do I view past invoices?

You can view and download all past invoices once logged into your client portal under the billing tab.

All past invoices are listed showing the invoice number, total and the status of the invoice.

You can view the invoice and download it by clicking on the invoice number.

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How do I Give Other People Access to My Account?

How do I give other people access to my account?

If you require other people to receive generated emails associated with your invoicing, domains or support, then you can add in a contact to your account on our client portal.

For example, if you would like the accounts team to receive copies of the invoices by email but not be bothered by support emails, you can choose to only select the invoice notification for their contact.

In addition, if you would like the contact to be able to login using their own email address (so you can restrict what they see) then you can activate the contact as a sub account.

You can select the required permissions as the master account holder to give different logons for different roles in your organisation.

Just a couple of examples where this might be useful are:

• Accounts Department - you may have a accounts department who should be given access to pay invoices and place new orders while the IT department would only be given access to view current products & services and submit support requests.
• IT Department -  you may be have an IT contractor engaged to manage your emails and DNS, so you might like to give them access to create tickets and communicate with us, without being able to access any billing information or change account details

Be sure to also take advantage of the email preferences for a contact/sub-account so they can be used for having invoice related emails sent to additional email addresses.

Follow the link for instruction on how to add in Sub-Accounts

[button link="https://billing.theictshak.com.au/index.php/knowledgebase/4162/How-to-update-your-account-contact-information-and-additional-contactorsub-account-details..html "]Add Sub-Accounts[/button]

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Do I Have to be in Brisbane to Work with The ICT Shak?

Do I have to be in Brisbane to work with The ICT Shak?

No. We have clients all over Australia and a number in Papua New Guinea. We do like to meet our client, if possible, either face-to-face or by telephone.

Generally, most of our dealings with our clients are through our support ticketing so we can both have a reference the communication through the client portal.

If training is included on handover this will either be conducted face-to-face, or by Skype Screen Share.

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Do I Have to Lock-In With You?

Do I have to lock-in with you?

No! We want our client to love us, and if they don’t then they are welcome to leave us.

For transparency all domains, and hosting accounts are accessible through our client portal.

In this portal, you can change the DNS settings of the domain and retrieve the EPP code. A link to your web's hosting platform is also within you client portal.

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How Do I Make Payment?

How do I make payment?

Payment can be made through our client portal using MasterCard, Visa or Amex or Paypal. Simply click on the link on the email with the invoice attached and follow the prompts for payment.

Alternatively, you can pay by bank transfer with the payment details listed on your invoice.

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How Do I Raise a Support Ticket?

How do I raise a support ticket?

Need support. Raise a support ticket and we will be able to assist you with your request.

By Email

You can raise a support ticket by simply emailing support@theictshak.com.au using the email address registered with your client portal and a ticket will be automatically raised to your account.
Please note: if you do not use the registered email address the ticket will not be raised.

By Client Portal

Alternatively, you can login into your client portal and raise a ticket by clicking 'Support' on top menu and then 'Tickets' on the menu bar.

Click on the following link to create a new support ticket or access your existing tickets.

[button link="https://billing.theictshak.com.au/submitticket.php?step=2&deptid=2"] Raise a Support Ticket[/button]

Please Note: Our support ticketing system is only available for registered customers. If you would like support and you are not an existing client, then complete our contact form and we will respond according. 

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Why Should I Access My Client Portal?

Why should I access my client portal?

Your portal contains all information regarding your services and communication with us. This includes copies of past and current invoices, domain management and active services. If you are utilising our 5 Hour Prepaid Packages, you can also view all time used against each package under "MY PROJECTS".

You can login to your client portal on the following link using your registered email address. Your registered email is where you have received your previous invoices and correspondence with us.

Once signed in to your client portal, you can change your contact details (if required), view all your past correspondence and manage your active services with us. You can raise a support ticket if you need any assistance with anything WEB!

We also have an extensive knowledge base, where you can search for answers before raising a support ticket.

We encourage our clients to login and familiarise themselves with their client portal.

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