Zuver Merge to VentraIP – Frequently Asked Questions

How do I access my services after the move?

You can access your services through VIPControl.

If you did not have an existing VIPControl account, you can log in using the same username and password you used to access MyZuver.

If you had an existing VIPControl account (with the same email address as you used in MyZuver) you can log into VIPControl with the email and password that is already established there.

How will my Zuver account be billed from now on?

Everything will remain the same, with your account information (including billing information) being moved from Zuver to VentraIP. If you have a pre-existing VentraIP Account, we ask that you check your billing and contact information to ensure it is up to date.

Any unpaid invoices in MyZuver will be voided after the move and will be reissued in VIPControl on Thursday the 29th of July 2021 and will need to be paid there.

If you already have an account with VentraIP (using the same email address) the billing and account information will remain the same as listed in VentraIP.

For EFT payments, the updated bank information can be found below:

Account Name: VentraIP BSB: 083 376 Account Number: 294 737 269 Bank: National Australia Bank Description/Reference Number: Please ensure you use your account number as a payment reference, this is attached to the PDF copy of your invoice.

Please ensure you use your invoice number as a payment reference.  Also allow 1-2 business days for payments to process. This may be further delayed by weekends and public holidays.

For BPAY payments, the updated information can be found below and on your invoices in VIPControl:

Biller Code: 556407 Reference: You account number in VIPControl (or visible on your invoice)

All Zuver customers will receive further correspondence from our team once services have been moved into their VIPControl account, at which point billing will be handled within VIPControl.

What will happen to my old Zuver invoices?

Your old paid invoices from Zuver will not be moving over to VIPControl with your services.

We will be leaving MyZuver available for customers to log into a month after the move. This will enable you to download and store copies of your old invoices if you wish to retain them.

What is happening to my Zuver domain names?

All domain names will be automatically and seamlessly moved over into your VIPControl account.

Changes to Zuver hosting plans

All hosting plans will be the same or very similar specifications as they were with Zuver. We encourage all Zuver customers to lock in their Hosting prices for twelve months before the move to VentraIP.

There will be some changes for the following customers:

Hosting or Hosting with Power Pack Plans Currently customers who have these plans are on old legacy servers which need to be retired as spare parts are support are now getting hard to come by. We will contacting these customers directly with information and instructions around migrating their hosting services to newer and faster hardware.

Please note if you have all of the domain names for these hosting services managed with VentraIP (or previously Zuver), this process will be seamless with minimal action to be taken by the customer.

Plesk Smart WordPress Hosting Customers who have Smart WordPress Hosting using the Plesk platform will be migrated from Plesk to a new cPanel WordPress hosting server.

cPanel WordPress hosting has all the same features as Plesk WordPress with some added benefits from cPanel such as additional emails being supported.

We will be contacting these customer directly with information and instructions around this migration. Please note if you have all of the domain names for these hosting services managed with VentraIP (or previously Zuver), this process will be seamless with minimal action to be taken by the customer.

Multi Hosting / Multi Hosting with Power Pack Customers with these services will be contacted in the coming months around their services. Customers will have the option to move their reseller service to Synergy Wholesale, or to individual cPanel account within VentraIP.

Where do I raise my Support Tickets?

After the move, you will only be able to raise new eTickets in VIPControl. You will still be able to see and reply to currently open Support tickets for two weeks in MyZuver. After 05/08/2021 all eTickets will need to be managed through VIPControl.

You will now have access to LiveChat which can be found on the VentraIP Website, you will also be able to call out 24/7 support line on the numbers below:

National 13 24 85 Melbourne (03) 9013 8464 Sydney (02) 8205 7092 Canberra (02) 6130 0212 Brisbane (07) 3613 9751 Adelaide (08) 7201 2058 Perth (08) 6355 5278 Hobart (03) 6165 1250 Darwin (08) 8919 4444

What are some benefits to VentraIP?

The support you’ve come to know and love with Zuver gets even better with VentraIP. Some additional benefits are:

• LiveChat and Phone Support are included as a part of the VentraIP Service
• Acronis Backups comes as standard with VentraIP Services
• Some additional functionality within VIPControl including being able to set up additional users for your account

What if I paid for Phone Support and/or Acronis backups with Zuver?

When you are moved from Zuver to VentraIP these billing services will be removed on your next billing cycle as these come standard with VentraIP.