NetFree's Support System

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The support system is the preferred communication method for the NetFree team. Any problem - software that does not work, a site that has not yet been checked or a video that requires checking; Anything that requires the attention of the NetFree team - the support system is the place. Here we will explain how to send a request.

Access to the support page

Access to the support page is gained through the account homepage under "My Tickets". There you can also find the "ticket list", which are the requests previously sent, as well as an option to send a new request. You can also gain access through the panel by clicking on "account homepage" or"Send a request".

Points

Every connection that is connected to a NetFree account receives 15 points each month (the points are given at 00:00 UTC time), in order to send a request to check sites or videos. (see more about getting more points). A request to check a site, video or to add site to your community, must be sent with at least one point. Requests sent without a point will not be handled! (see more about requests which do not require points.)

The amount of time that it takes for your request to be dealt with (checking a site or video) anywhere from a few minutes to an hour when it is sent with 2 or 3 points and for requests with 1 point, it usually takes a few hours. (These time frames are according to the Israeli daytime hours). Though there is no guarantee on NetFree's part to deal with the requests within the above time frame. Complicated requests may take longer to deal with, you can see if your request is complicated by looking on top of the request to see how NetFree sees your request("Complex Problem" or "Professional Care" etc.).

Sites

On any website that has not yet been checked there is a link that says "send a request to check", if you click the link you will automatically be transferred to a ticket with that site in the request bar. All you have to do is chose the amount of points you would like to use, and describe the site in short.

Most of the sites that are approved by NetFree will still have Photo filtering, Word filtering and PDF file filtering. There are a few sites that are officially completely OK, and they therefore need not go through additional filtering. In any case that you come accross something inappropriate/mistake, it is recommended to report it through the panel. This type of request automatically gets 5 points (not on your account) and it is dealt with as soon as possible (usually within a few minutes).

Videos

Any video that has not yet been checked will have a button on it that says "Send the video to be checked". By clicking that button, you will automatically be transferred to a ticket with that video in the request bar. All you have to do is chose the amount of points you would like to use, and describe the video in short. (Read more on sending a video to be checked)

Requests which do not require points

There are certain requests which do not need any points:

• If you have a problem installing / updating software.
• If you came across a page that was mistakenly closed by the robot.
• A request to open a link in a site that has been already opened.
• A request in any other topic besides checking sites or videos.

These types of requests may be sent in without points and they will be dealt with as soon as possible.

Getting more points

Buying points

If you have used up all of your points for the month and you would like to send in more requests that need points, there is an option to buy more points. In order to buy points, either click on the points button under user details, or you can access it directly from the new ticket page via the link just above the message box. you can also access it here, then just chose the right package for yourself.

Points	Price
5	10 Shekels
10	17 Shekels
20	30 Shekels
30	37 Shekels
50	50 Shekels

• The points expire 40 days from the day purchased.
• The payment for the points will be taken from the payment that you have on file for your account.
• You can only buy points once per day.

Internet traffic recording

There are times that a site is open but part of the site uses a different site which is closed, which causes the current site to act strangely. There are times that the pictures of a site are located in a different site and they are therefore not being sent to be checked, even though the current site is open. There are also applications that use sites that have not yet been checked. The common denominator between these is that there is an issue in which the web address can not be easily found and be sent in to be checked.

In order to solve this problem, use the Internet traffic recording tool, the way it is explained on the Managing with closures page.