We have a dedicated email address where support requests need to be sent to - supportdesk@crtdigital.co.za. Please save this email address as your primary point of contact for our support team.
If you prefer WhatsApp, you can send a message to our dedicated support number on +27 81 731 1739. Please note that this number is for support during office hours only and is not monitored after hours.
All three of these channels feed directly into our support platform and will automatically issue you with a ticket number. It is important to use the ticket numbers as a reference when following up with requests.
When you submit your first ticket on our new platform you will receive an invite to create an account on our new self-service support portal - support.crtdigital.co.za/portal
Creating an account on this portal will allow you to manage all your existing support requests as well as access our knowledgebase of additional resources and self-service support articles.
Website Updates
Clients that host their website with us receive 1 hour of free website content updates per month. Content updates include changes only to the existing text and images on your website. Any other updates, such as structural and functional updates, will be quoted or billed separately.
If it is foreseen that the updates requested will take longer than 1 hour, an estimate of the number of hours required will be provided. The estimate quote will need to be confirmed before the work is scheduled. We reserve the right to invoice any updates that take longer than 1 hour in the case where a quote is not provided.
Website updates should be submitted by no later than the 7th of each month and will be processed during the remainder of the month. Website updates submitted after the 7th of the month may be scheduled for processing during the course of the following month.
Please provide all content and images (in the correct dimensions & sizing) for us to complete the updates timeously.
Should we need to resize images or videos the following fees will be applied: R25.00 ex VAT per image and R200.00 ex VAT per video
All website updates will be scheduled based on our current capacity and will be processed on a first come first serve basis.
Email & Technical Support
Our website and email hosting services do not include IT, network, computer or email maintenance. If a technical support query is submitted, the first 15 minutes will be used to establish the cause of the problem. If additional support time is required and the issue is not caused by a fault on our servers, an hourly rate will be charged or a quotation will be provided.
Urgent requests will receive a first response within 2 hours during Normal Working Hours. All other queries will receive a first response within 24 hours during Normal Working Hours. After-hour queries may result in a longer waiting period. Please note that even though issues will be addressed during the time frames stipulated above, the final resolutions might take longer to address and require additional feedback will be provided on a case-by-case basis.
Urgent requests are issues that affect the core operation of our email and web servers and your websites. These include things like server outages, major security problems, or issues that prevent email delivery or downtime on your website. Our support focuses on keeping these services running smoothly, so problems outside of this – like Outlook crashing on your computer – aren’t covered under our support policy.
For clients that need dedicated support or faster turn around times, we have monthly support packages available. Please enquire about these for further details.