Here Are Some Answers to Popular Questions
How quickly do you respond?
Customers can reach our Help Desk 24x7x365. Response times to specific issues depend on the severity of the issue the client is facing. Our goal is to meet your needs by maximising uptime and addressing issues as soon as they occur.
Help! My data has been corrupted! Shadownet to the rescue...?
We often have inquiries regarding lost or corrupted data with hopeful prospective clients seeking assistance in retrieving their data. The sad fact is that without having put the necessary precautions in place to begin with, retrieving lost, corrupted, or encrypted data is very very difficult. This is why it is imperative to have rock solid systems in place to prevent disaster before a disastrous event takes place, and is one of the areas of expertise Shadownet has excelled in for two decades.
Are your prices inclusive of VAT?
The pricing on the website does not include VAT.
What happens when I need help?
Shadownet is an MSP (Managed Services Provider), which means that we are geared toward providing a fixed deliverable service. E.G. if you are on contract with us to provide IT support, we will have access set up on your systems to provide you with immediate assistance to queries logged with us. If you are a new client we will ensure we have the correct tools and access to your systems set up in no time at all.
What are your business hours?
Our helpdesk runs Monday to Friday 08:00 to 17:00, with emergency support provided outside business hours. We plan our projects that may be disruptive to clients to take place outside business hours.
What kind of support does Shadownet offer? Am I the right fit?
We service small to medium private and public businesses with a specific focus on ensuring high quality outcomes and great user experience, thereby providing value to the business. We are not geared to provide support to home users or micro businesses, but may be able to help you find a suitable support company if you are in a bind!
What industries do you service?
Shadownet Computing provides Managed Services to a wide variety of industries including Manufacturing, Food Processing, Hospitality, FMCG, Commodities, Retail, Advertising, Professional Services (Legal, Medical, Engineering, Marketing, Architecture, Finance)companies, and more.
What areas do you operate in?
Shadownet has presence in the main metros of South Africa. We can serve and support customers countrywide, no matter where they are.
If I do not have a contract will you help me?
Absolutely! Shadownet will not turn you away if you do not have a contract. We will also be happy to chat to you about how we can provide our services in a more cost effective way than ad-hoc service and support.
Do you do software development or websites?
We have partner companies that we know and trust who do software development work for us so that we can focus on our core competencies. This means you get the best of both worlds by partnering with us – superior infrastructure and support services, with professional software and website development add on services at your disposal.