Support: how we help you fastest
For all our services, from hosting, email and domain names to websites, apps, telephony and WIWO Kassa. You go straight to the people who do the work, with no phone menu or call centre.
How to reach us
Preferred
Ticket in the customer portal
Log in at mijnwiwo.nl and open a ticket. We then see straight away which service it concerns, and the whole conversation stays in one place.
Call
+31 10 340 04 44
On working days. If your website or service is completely unavailable, please call, so we can pick it up straight away.
info@wiwomedia.nl
Mention which service, website or domain name it concerns. Then we can help you straight to the point.
Availability and response time
Our support staff work on working days. Our systems are monitored automatically day and night.
Working days 9:00 to 17:00
Monday to Friday (Amsterdam time), except public holidays generally recognised in the Netherlands. During those hours we help you by ticket, email and phone.
Incident reported? Within a few hours
If you report an incident on a working day between 9:00 and 17:00, we aim to respond within a few hours. Outside those hours we respond on the next working day. A response is a first substantive reply, not always the solution straight away.
Questions: usually within a day
A question or change request without an incident is usually answered within one day on working days.
Monitoring day and night
Our systems are monitored automatically 24 hours a day, 7 days a week. That is not a promise that a staff member will pick up an incident straight away outside working days.
A report that gets things moving
The more we know straight away, the fewer questions we need to ask back.
- Which service, website, domain name or app it concerns.
- What happens, described as clearly as possible.
- Since when it has been happening and whether it happens every time.
- Where possible, a screenshot or the error message.
We never ask for passwords or payment details by email. Only share login details through the customer portal or another secure method we point you to.
Reporting something else
- Report abuseSpam, phishing or other unlawful content on a service we host.
- Security issueFound a vulnerability in our systems? Report it under our responsible disclosure policy.
- ComplaintNot happy with how we handled something? This is how we deal with a complaint.
- Service level agreementPriorities and response times for the Maintenance and SLA packages.
Not a customer yet?
Call or email us, or request a quote. You will speak directly with someone who knows how our systems work.