Konet support options, which one to use and when

Konet offers 3 support options, so we can serve you quickly, securely and with a complete history. Below you will see which way is right for each case and what you need to do.

1) Support via ticket from the Client Area (billing.konet.gr)

The most recommended way to get support is through a ticket from our Client Area , because:

• there is a complete history of communication,

• you can follow the progress and our replies,

• you can attach files or screenshots.

How do I log in

1. Go to billing.konet.gr

2. Click Login.

3. Enter your email address and password.

4. If you have forgotten your password, use the Forgot Password?.

How do I open a new ticket

1. Once logged in, go to the Support.

2. Select Open Ticket.

3. Fill in:

   • Subject (a short title that describes the request)

   • Department (e.g. Technical Support, Billing, Sales, depending on the options available)

   • Message with as much useful information as possible

4. Optionally, attach files (e.g. screenshots, logs, invoices/receipts, etc.).

5. Click Submit.

How do I follow the progress

• From the same Support Ticketssection, you can see:

  • the status of the ticket,

  • all the replies,

  • the communication history.

• Every time there is a reply, you will see it in the ticket and (usually) you will also receive a notification.

2) Support via email (sales (at) konet.gr and support (at) konet.gr)

You can also contact us by email:

• For sales matters: sales (at) konet.gr

• For technical support matters: support (at) konet.gr

Every email you send to the addresses above, in addition to being received by our team, is automatically logged in our ticketing system, which is hosted on our own servers, in European data centers.

What you should know about email logging

• You receive a confirmation for every request you send.

• Use the reference number (ticket/reference number) in future communication, so we can find the history immediately.

• If you want to see the status and all replies in one place, open your request as a ticket from the Client Area.

What to write in your email to speed things up

To help us serve you effectively, it helps a lot to include:

• the domain or service the request concerns,

• a short description of the problem,

• what exactly you are trying to do and what happens,

• any error message (copy-paste, not just a screenshot),

• screenshots or related files, if needed.

3) Support by phone (+30 2310 501800)

You can call us at 2310 501 800.

Important for security reasons

For us to be able to help you by phone securely, before the call you must first have either:

• opened a ticket from the Client Area, or

• sent an email to support (at) konet.gr or to sales (at) konet.gr

This way:

• there is a recorded request and history,

• we can refer directly to a specific ticket/reference number,

• misunderstandings are avoided and your account details are protected.

Which way should I choose?

• Ticket (billing.konet.gr): for most requests and for tracking progress.

• Email: when it suits you better or when you want to send information/files in a structured way (with a reference number so we can track it).

• Phone: for immediate discussion, always after a ticket or email has been sent first, for security reasons.