Writing to support
The Support section, at the bottom of your client area's menu, brings together your conversations with our team. We reply in the space and by email.
Writing a new message
- Open Support and click New message.
- Give a Subject, if you wish: otherwise, the first line of your message stands in for it.
- Write your Message and add your Attachments.
- Click Send.
Your message joins your account's file straight away, with everything already exchanged.
Attachments
- up to 10 files per message;
- 10 MB per file, 25 MB in total.
A screenshot, a PDF or an attached document helps our team understand first time. Images and PDFs open directly in your browser, and other files download.
Following your conversations
The list shows each conversation with the date of its last update and its status:
| Status | What it means |
|---|---|
| Sent | your message has reached us |
| In progress | our team is on it |
| Replied | a reply is waiting for you |
| Closed | the conversation is finished |
Open a conversation to read the whole exchange and reply to it. You can reply at any time, even once the conversation is closed: your reply is added to its history.
Conversations shared with your team
Conversations belong to the account: the owner, managers and operators see all the account's conversations and can reply to them. In a conversation, your team's messages are signed You, and our team's Simafri.
Writing by email
You can also write to support@simafri.com, preferably from your account's address, so that our team recognises you straight away.
Describing your request well
For a precise answer first time, include:
- the service concerned: the site, the domain, the server or the email address;
- what you did, and what you observed;
- the proforma or invoice number, for a payment question;
- a screenshot of the message shown, if there is one.