How to ensure continuous communication

Problem Description

In the event of server maintenance, an outage with your email service, or deliverability problems, it's plausible that there will be cases where our email notifications may not reach you. Here we will describe methods to eliminate or reduce the effects of such cases.

Problem Resolution

There's two ways to resolve this, and we recommend doing both: using external email accounts, either as your primary or secondary contacts, and ensuring to create tickets with us through our Client Centre rather than relying upon email and email notifications. Read below for more info on each.

External Email Accounts

If we ever need to notify you of a security flaw in your software or send over a maintenance notification, we will send an email with all pertinent details. There are a couple of adjustments you can make to your Websavers account to ensure these emails can always reach you:

  1. Change your primary email address to an externally hosted email account (such as a Gmail, Yahoo, Outlook/Hotmail/Live or iCloud account) where we can reach you in case of email deliverability issues with your account with us. Within the Websavers Client Centre, choose More > My Account from the menu.
  2. Create a sub-account with your external email address and assign support and invoice emails to be sent to that account. Within the Websavers Client Centre, choose More > Sub-Accounts from the menu.

Behaviour Modification

In the event of a problem with your hosting or other services, be sure to check your Client Centre dashboard as it's very likely that we'll have a network issue open or a support ticket open that covers this issue already.

In the event of a problem with emails, be sure not to email us for help as your email might never arrive! Instead, head to our Client Centre and Ask an Expert for help. Our support tickets will bypass email altogether and ensure that your request for help makes it through to our support staff.  Be sure to check on your ticket regularly by logging in to the Client Centre since our email notifications may not reach you until email issues are resolved.

Taking these simple steps can greatly improve your ability to recieve our super-fast support team's help!

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