Uncappify Help & Support Policy

Last updated: 05 July 2025

1. How to Reach Us

We’re here to help with all Uncappify services:

Support ChannelContact Details
🟢 WhatsAppChat Now
📧 Emailadmin@uncappify.co.za
☎️ Phone+27 82 624 0790
🌐 Websitewww.uncappify.co.za

2. Support Hours

DayHours
Mon–Fri9am – 5pm
Sat10am – 2pm
Sun & PHClosed

3. Support Coverage by Service

Internet (LTE / 5G / Fibre)

  • SIM activation, APN setup, device troubleshooting
  • Speed, signal, and usage issues
  • RICA or delivery-related questions

Hosting Support

  • Email setup (Webmail/Outlook/Gmail)
  • Website not loading or DNS issues
  • Accessing DirectAdmin, FTP, or cPanel

Web Development Clients

  • Minor fixes (if within 30-day handover period)
  • For maintenance plans: plugin updates, content changes, security patches
  • Domain, hosting, or email integration

4. Response Times

PriorityExampleResponse SLA
🔴 CriticalSite down, no internetWithin 2 hours
🟠 HighLogin/access issues, delayed RICASame business day
🟡 NormalGeneral queries, email setup24–48 hours
🔵 LowFeature requests, update follow-ups2–3 working days

5. Client Responsibilities

To receive efficient support, please:

  • Provide your Uncappify account number, email, or SIM number
  • Include screenshots where possible
  • For web clients: share page links or error messages

6. Premium Support (Optional)

For clients needing faster turnaround or dedicated service, we offer optional:

  • SLA-backed response guarantees
  • Monthly web maintenance
  • On-call support for business-critical systems

Ask about our support add-ons if needed.

Submit a Support Request