OctaWeb Client Notice: Support & Password Policy
Summary
OctaWeb has issued an important client notice clarifying their support procedures and password security policies. Clients must use the live chat for support, as Discord DMs are not monitored for assistance, and the live chat now filters users who haven't checked help articles first. Furthermore, OctaWeb strictly prohibits sharing passwords via Discord DM and reminds clients they are responsible for all actions taken on their machines.
Important Client Reminder
I just want to clear up a few queries and concerns regarding some frequent enquiries we receive.
Discord Support
I want to remind all clients that we do not provide support via Discord DMs. Please do not direct message any team members unless specifically requested by a member of our team. For support, use our live chat facility - this will enable you to reach our first available team member who can assist in resolving your query quickly.
Live Chat Update - Filtering
Our live chat now includes a filter to ensure you have accessed and followed steps in our help articles before reaching out. This helps us maintain high-quality services and keep costs low, passing savings on to you.
Additionally, we cannot provide support for third-party applications. While we try to assist where possible, we are not specialists in all software, and some brands' license conditions prevent us from offering support on their behalf.
Password Security
Lastly, we do not send passwords or password reminders via Discord DM nor do we request passwords via Discord DM. We will never ask for passwords through any method other than our client portal tickets or live chat. We also recommend that you frequently change your VPS password for additional security and do not send this password to anyone else - you are held liable for any action that is taken on your machine as per our terms of service.
Thank you for your understanding and cooperation.
