Contact Support

For any support queries, please email support@interstellio.io. Upon logging your request, you will receive a confirmation email with a ticket reference number. This number is essential for tracking your query and should be used for any escalations.

Priority Levels and Guidelines:

• P1 - Critical: For outages or revenue-impacting issues.
• Response Time: 1 hour.
• Note: If determined the issue is unrelated to our services, P1 cases may be reclassified to P2.
• P2 - Normal Priority: Standard support requests.
• P3 - Informational: General inquiries or non-urgent issues.

To ensure proper prioritization, please include the priority level (P1, P2, or P3) in the subject line of your email. For urgent matters (P1), clearly state the urgency in the email subject.

Additional Steps for P1 Cases:

If your query is marked as P1, we may request all involved parties to join a ZOOM call, which we will set up to expedite resolution.

For immediate assistance after logging a P1 case, you can also call our 24/7 support line +27 12 883 1824. When calling, please provide the following details:

• Your Full Name
• Contact Information
• Business Name
• Ticket Number (optional)

Our call center will provide your details to an available engineer, who will contact you directly to address your issue immediately.