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Knowledge base
Straight-to-the-point guides for the most common connectivity, security, managed service, and billing issues — without waiting for support.
Connectivity
WiFi feels slow: a 5-step diagnosis
Before assuming your internet provider is at fault, run these 5 steps to isolate the real cause of slow WiFi.
Read articleInternet is down: what to check before calling
Before escalating an internet outage, there are 5 quick checks that resolve most cases in minutes.
Read articleHow to correctly restart network equipment
Restarting your modem, router and switches the wrong way can make the problem worse or cause new outages. Here's the correct order and timing.
Read articleSecurity
I received a suspicious email: what to do
A well-crafted phishing email is indistinguishable at a glance. Here's the verification sequence before clicking anything.
Read articleI think I've been hacked: first steps
The first 15 minutes after suspecting a security compromise determine how much damage gets contained. Here's the immediate containment sequence.
Read articlePassword and MFA best practices
The most common questions about strong passwords and multi-factor authentication, answered directly.
Read articleManaged services
How to open a ticket and what to include
A well-built ticket gets resolved faster. Here's the information the technical team needs from the first message.
Read articleWhat each severity level means
S1, S2, S3 or S4: how we classify the urgency of a case and what each level means in practice.
Read articleWhat DITAP monitors proactively
Most incidents are caught before the customer notices them. Here's what gets continuously monitored under a managed service.
Read articleBilling & account
How your service is billed
What to expect regarding billing cycle, payment methods, and what to do if an invoice doesn't match what you expected.
Read articleHow to update your contact details
Keeping contact and billing details current avoids delays in support notices and administrative processing.
Read articleHow to escalate an issue
When a case isn't moving at the expected pace, there's a clear way to escalate it — no need to open a new ticket.
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