Support

Support

At PT Ranu Siber Technology, we are dedicated to providing exceptional support for all of our clients. Whether you need help with IT consulting, web development, or digital marketing services, our team is here to assist you every step of the way. Below are the different ways you can get in touch with us, as well as the resources we provide to ensure that you get the help you need promptly.

How to Reach Us

1. Contact Our Support Team

If you need assistance, you can reach our support team directly via email or phone. We are available to answer your questions, troubleshoot issues, or guide you through any technical problems you might be experiencing.

Our support team is available Monday through Friday from 9:00 AM to 6:00 PM (Your Local Time Zone). We aim to respond to all inquiries within 24 hours.

2. Message Us on WhatsApp

For real-time assistance, you can message us directly on WhatsApp. Simply click the WhatsApp link below, and one of our representatives will be happy to assist you. WhatsApp support is available during our business hours.

3. Support Tickets

If your issue requires detailed assistance or is outside of our regular working hours, you can submit a support ticket. To do so, please send us an email with the subject line "Support Ticket" or use the contact form provided below. Our team will review your request and get back to you as soon as possible.

Common Support Topics

Here are some of the most common support areas we handle, and how we can assist you:

  • Website Maintenance and Updates: Need help with ongoing website management or technical updates? We can assist with everything from content changes to security patching and system updates.
  • Digital Marketing Campaigns: If you’re facing challenges with your SEO, PPC ads, social media marketing, or other campaigns, we can provide troubleshooting and strategy optimization.
  • Technical Issues: If your website is down or experiencing technical problems, our IT consultants can help diagnose and fix issues related to hosting, server errors, or other system failures.
  • Consultation & Strategy: If you have questions regarding IT infrastructure or need advice on improving your digital strategy, our experts are available for consultation to guide you through the best solutions.

If you don't see your issue listed here, don’t worry! Our team is capable of handling a wide range of support inquiries, and we’ll ensure that you receive the help you need.

Self-Service Resources

We believe in empowering our clients to solve issues on their own when possible. To help you get the most out of our services, we’ve compiled a set of self-service resources:

  • FAQs: Browse our Frequently Asked Questions (FAQs) for quick answers to common queries related to our services and processes.
  • Knowledge Base: Explore articles, guides, and tutorials on topics ranging from basic website management to advanced digital marketing strategies.
  • How-To Videos: We provide video tutorials that walk you through some of the most common tasks or issues our clients face. These videos are easy to follow and can be accessed anytime.

Service Level Agreement (SLA)

We are committed to providing timely support. Our Service Level Agreement (SLA) outlines the expected response times for various types of requests:

  • Critical Issues: 4 hours or less
  • High Priority Issues: 1 business day
  • Normal Issues: 2-3 business days
  • Low Priority or Non-Urgent Inquiries: 5 business days

For issues that require immediate attention outside of our business hours, please contact us directly via our emergency support line.

Feedback

Your feedback is valuable to us. If you have suggestions for improving our services or your support experience, please don’t hesitate to share them with us. We strive to continuously improve and deliver the best service possible.

Thank you for choosing PT Ranu Siber Technology. We look forward to assisting you!