Help for Members

From Net2MAX

More Information
1. General Help 2. Help for Members 3. Frequently Asked Questions 4. Net2MAX Forum

1 Introduction
2 Support Types
3 New Members
- 3.1 Logging in First Time
4 Existing Members
- 4.1 One Click Contact
- 4.2 Community Specific Applications
5 General Internet
6 Members Helping Others

Urgent Requests

If you have an urgent support request, everyone will try their best to help you resolve it as soon as we can.

However, in order for the Net2MAX Centres, Communities and Members to prioritise urgent support requests properly, you must supply the "level of impact to you" for all support requests marked as "urgent".

Simply saying "urgent" or "ASAP" or "now" or "in an hour" or "by today" does not tell anyone anything about how urgent your request really is.

1 Introduction

2 Support Types

2.1 Forum Support

The online forums at http://forum.net2max.com are the preferred way of getting support from Net2MAX staff and other Net2MAX members. By posting your questions in the forums and getting answers there, you help other users who might have similar questions in the future.

Please have a look at the articles there, as your questions will most likely have been answered there already. Besides browsing you can also make use of the Search function on the forums to let the system find appropriate articles for you.

If you still cannot find the answers you want from browsing and searching, please post your question in the appropriate forum there.

Net2MAX support staff monitors the forums every day of the year and will normally respond within 24 hours. A lot of Net2MAX users also monitor the forums and may sometimes respond to you faster than support staff!

2.2 Email Support

If you have some private issues that you do not want to tell the world via the forums above then emailing to your Net2MAX Partner's support email address is the best approach.

Net2MAX Limited does provide email support to all active Net2MAX Members at support@net2max.com, but it should only be used as a SECONDARY email support address.

Your Net2MAX Partner will understand your specific application better than Net2MAX Limited. The Net2MAX Limited support email address is provided simply as an interim resource for very platform specific questions.

Always carbon copy (CC) your email to support@net2max.com to the support email address of your Net2MAX Partner as well.

Email queues are answered only during official Net2MAX Limited working hours (Monday to Friday 8am to 8pm Sydney Australia time). Respond time is normally by the next working day.

For any emails to support@net2max.com a ticket number will be issued to you via reply email for easy tracking of your query. If you have multiple queries in a single email, different ticket numbers may be issued for each.

2.3 Phone Support

Phone Support should be used when you cannot make use of or get no satisfaction from the Forum and Email support above. For example, when you have an urgent issue or when you need to actually talk to someone directly.

Net2MAX Limited does NOT provide direct phone support to Members.

The Net2MAX Platform however DOES route your call from Internet Phones or Access Numbers to your Net2MAX Partner through the Member Menu.

From the Internet Phone or Access Number, simply dial 0 (zero) as the destination number and your call will be routed to your Net2MAX Partner's support phone number.

Note, some Net2MAX Partners do charge for phone support (especially when the calls are received after office hours), so please check with yours.

2.4 Custom Projects

Support for Custom Projects specific to your situation is available through Net2MAX Partners. These include on-site support and training, after hours phone support, complex setup and configuration, special modification to the services.

Please contact your Net2MAX Partner to obtain the applicaible to your area. Normally, quoted hourly rates exclude any related expenses (travel, telecommunications, consumables, equipment rental etc.)

If Net2MAX Limited staff are involved in these custom projects, then our charges will be either be billed through the Net2MAX Partner or directly to you. In both cases, your written permission will be obtained before Net2MAX Limited staff get involve.

2.5 Online Documentation

New online documentation for Net2MAX Version 2 is being released progressively over the same period as the system upgrade from Version 1.

To access online documentation within the Control Panel simply clicking on the Help logo at the top of any web page. Note that the online documentation is context sensitive and will change with each web page. To turn OFF online documentation click on the same Help logo again.

2.6 Escalation

If you have any questions about our services, the practices of our company, or your dealings with us, please contact support@net2max.com. If issues are not addressed to your satisfaction or if problems are not resolved in a timely manner, you are welcome to contact OZtell management directly management@net2max.com. Note that the Net2MAX management is not the first line of customer support, so please only make contact when required.

3 New Members

Within minutes, your normal phone number (mobile or landline) will transfrom from a basic voice number into a multimedia ecommerce number that can be used for communication and commerce worldwide with JUST ONE CLICK - your own One Click Contact Number (1CC number) at your service.

After joining, follow the member instructions on the help page from the Public Interface or the Member Interface immediately.

so you can experience the unprecedented power of your 1CC number

Immediately, after you joined through the One Click Contact Instant Join process, you will be given:

1. an 1CC Number 2. an associated Password

You have immediate access to a large number of functions, exactly how many functions you will have access to depends on whether yours is a FREE or PAID 1CC number. The "charges" section of each Net2MAX Function lists out the details difference between the FREE and PAID numbers.

We shall provide a quick overview here.

3.1 Logging in First Time

The first time you login to http://net2max.com you MUST do so from within the SAME country as your registered phone number. Otherwise you will NOT be able to login under you do so.

That is, the country of your computer's IP address MUST matched the country of your phone number.

This does NOT apply afterwards, so you are free to travel around the world and login to http://net2max.com as long as the first time you login, you do so from within the SAME country as your registered phone number.

4 Existing Members

4.1 One Click Contact

The word "1CC" to stands for "One Click Contact" in all Net2MAX documentation.

We will provide you with an introduction to One Click Contact (1CC) here. For details of all the individual functions within 1CC, please refer to their own pages

4.2 Community Specific Applications

5 General Internet

5.1 Internet Safety

http://www.wiredsafety.org/

5.2 Crime

http://www.wiredsafety.org/

http://www.virtualglobaltaskforce.com/

http://www.cybertipline.com/

5.3 Removing Content

Some search engine index and cache Net2MAX's web based content, after removing your content from Net2MAX, you might need to contact those search engines to have it removed from their sites as well.

Google Removal: http://www.google.com/remove.html

Yahoo Removal: http://help.yahoo.com/help/us/ysearch/indexing/indexing-13.html