Partner Support

Something not working?
We'll sort it out.

Support for existing FAQ partners. Log a ticket, access resources, or start a secure remote session — choose the right path below.

Log a support ticket

Technical issue, billing question, or content update? Log it here — tickets are tracked, assigned, and resolved in order.

Log a Ticket
Log a support request

Tell us what's wrong.
We'll take it from there.

Include your domain, a short description, and a screenshot if relevant. The more detail you give us, the faster we can resolve it.

FAQ Support Request (#6)

Prepay Option

Buy prepaid blocks to start work immediately (no quote needed for the first hour). Each block = 6 hours for R3,000 (billed in 20-min increments).

Please take note:

  • Support calls are billed in addition to hosting fees with a minimum of 20 min per request.
  • All requests must be logged online or on support email, phone / Whatsapp / Telegram support will be logged by support staff.
  • All calls that can be done within 1 hour will be completed as soon as possible (and we aim to have all calls completed within 48 hours) and will be billed in blocks of 20 min.  All requests that are estimated to take longer than 1 hour will be quoted and must be approved before work will start.
Self-service resources
📋

Standard Operating Procedures

Step-by-step SOPs for managing your shop, products, orders, and communications.

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📚

Resources & Documentation

How-to guides and platform documentation for FAQ partners.

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📧

Email Support

Setting up, configuring, and troubleshooting your FAQ-hosted email accounts.

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🎨

WordPress Templates

Pre-built templates and components approved for use in FAQ partner sites.

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🔧

Web Tools

DNS checker, speed test, email validator, and other useful online tools.

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🖥️

Remote Desktop Setup

Install our self-hosted remote support tool for secure, private screen sharing.

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For existing partners

How to get the fastest
resolution on a support issue.

1
📋

Log a ticket

Submit a request via the support portal. Include your domain, a screenshot if relevant, and what you were doing when the issue occurred.

2
🔍

We investigate

Your ticket is reviewed and triaged. Most issues are diagnosed within the same business day. Complex server-side issues within 24 hours.

3
🖥️

Remote session if needed

For issues requiring screen access, we'll request a remote session via our self-hosted RustDesk tool — secure and private, no third-party servers.

4
✅

Resolved & documented

Fix applied, tested, and documented in your account. Recurring issues are updated in your SOP to prevent them happening again.

Find your own answer first

Most questions are already
answered in our docs.

Check these resources before logging a ticket — it's faster.

📋

Operating Procedures

Step-by-step guides for daily shop tasks

→
🎨

WordPress Templates

Approved page and component templates

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🔧

Web Tools

DNS checker, speed test, email validator

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📧

Email Setup & Support

Configure mail clients, fix delivery issues

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Self-hosted & Private

Need us on
your screen?

When an issue needs direct access, we connect via RustDesk — a remote desktop tool running on our own servers. Your session never touches a third-party relay.

🔒 No third-party access. Sessions run exclusively through FAQ's self-hosted relay — not RustDesk's public infrastructure.
🛡️ Your data stays yours. We can't store, share, or hand over session data because it never leaves our own environment.
⚡ Fast setup. One install, one ID, and we're connected — usually under two minutes.
View Install Instructions
1

Follow the install guide

Visit faq.co.za/remote/ and install RustDesk on the device with the issue. The page includes step-by-step instructions for Windows and Mac.

2

Configure the FAQ relay

The install guide includes our private relay server details. Enter them once in RustDesk settings — your sessions will always route through our server.

3

Share your RustDesk ID

Open RustDesk — your unique ID is displayed on the main screen. Send it via WhatsApp or your open support ticket.

4

Accept the connection

We'll send a connection request. Click Accept — you can monitor and end the session at any time.

Response times

What to expect
when you log a request.

Critical Issues

Site down, checkout broken, no email. Response within 2–4 business hours.

Standard Requests

Content updates, product changes, general queries. Response within 1 business day.

Feature Requests

New functionality, integrations, design changes. Scoped and scheduled within 3–5 business days.

Support hours: Monday–Friday, 08:00–17:00 SAST. After-hours responses for critical issues where possible.

We build and run your entire online infrastructure.

Here's why you can trust us with the keys.

27 years of shipping real results

We've been building WooCommerce stores, auctions, and high-growth e-commerce systems since most agencies still thought "online shop" meant a basic brochure site.

Your stuff stays yours

Products, customer data, domain, brand assets — all of it. If you ever leave (with accounts settled), we hand everything over cleanly. We only keep our own code and configs, and that's stated upfront in the contract. No surprises. No hidden clauses.

Security isn't optional

We maintain full admin control over servers and sites. This isn't a power move — it's required for the shared infrastructure and SLAs we guarantee. Enterprise-grade hardening, automated backups, real-time malware scanning, and constant monitoring come standard. Performance and protection without the headaches.

Everything in writing

Commission rates, thresholds, deliverables — all signed before we touch a single file. Verbal promises don't exist here.

We only say yes when we believe it will work

293 active partners. 90%+ retention over decades. If we don't see a clear path to success for your business, we'll tell you upfront — not after months of wasted time.

🤝 Find us on social

We're not a faceless operation. Find FAQ across these platforms — same team, same people, same Eddie.