Email, WhatsApp, or phone — same time zone as you, no overseas queue. First reply in under 30 minutes during business hours.
Tickets get tracked and prioritised by severity; WhatsApp is best for quick questions; phone for emergencies.
Best for anything that needs tracking — billing, technical faults, migrations. Routed to the right specialist and prioritised by severity.
Open a ticket →Quick questions, status checks, screenshots. Mon–Fri 09:00–18:00 · Sat 09:00–16:00 EAT.
+255 755 212 222 →support@netpoa.com lands in the same queue as tickets. Use your registered account email so we can verify you faster.
support@netpoa.com →Step-by-step guides for cPanel, email setup on phones & Outlook, DNS, and domain transfers. Self-serve, no waiting.
Browse articles →Most "my site is down" and "my email is bouncing" reports turn out to be one of these — checking first often gets you the answer instantly.
If there's a declared incident on status.netpoa.tz, we already know and we're posting live updates there — no ticket needed.
Every shared hosting plan has fixed resource limits — CPU, RAM, disk IO, processes. A slow site, or errors like 503 / 508 "Resource Limit Is Reached", usually means your site hit its plan limit — the server is not down. If you can log in to cPanel → Metrics → Resource Usage, it shows exactly which limit was hit and when. Fix it by reducing load (enable caching, remove heavy plugins, block bad bots) or upgrading your plan. And if cPanel opens at all, the server itself is up.
Can't send or receive, or messages bounce back? Log in to cPanel → Track Delivery — it lists every message with the exact reason a delivery failed. Many causes (full mailbox, a typo in the recipient address, wrong password in your mail app) you can fix yourself on the spot. If the error points outside your account — e.g. an IP blacklisting — open a ticket and attach a screenshot of the Track Delivery error so we can act on it immediately.
Never send an empty "please help" or "site down" message — it only triggers a round of follow-up questions. Include your domain or service name, what you were doing, the exact error text, the time it happened, and attach a screenshot. Messages that arrive with a screenshot are usually resolved without any back-and-forth.
Published response targets, by severity — all within business hours (Mon–Fri 09:00–18:00 · Sat 09:00–16:00 East Africa Time). Refer to your service Schedule for hard contractual commitments.
Site / service completely down · Money or data at risk.
First reply ≤ 30 minMajor feature broken · Customer-facing impact · No workaround.
First reply ≤ 2 hoursBug or limitation with a workaround. Want it fixed soon, not blocking.
First reply ≤ 4 hoursQuestion · Feature request · Documentation issue.
First reply ≤ 6 hoursKeeps the full history in one place — re-opening beats opening a duplicate, which restarts the clock.
Say the word "escalate" on the ticket or WhatsApp — it routes to a senior engineer with your full history attached.
Unresolved after escalation? info@netpoa.com reaches management directly. We read everything.
Check the status page first — if we know about it, it's already there with live updates.