1
Accounts provisioned immediately
All 3 email accounts were created on the AHS server within minutes of the call. Credentials were communicated to the customer straight away — no waiting, no ticket queue.
AHS Customer Story · Client Support
We didn’t just fix it. We taught them.
Advanced Iron Worx needed 3 business email accounts set up and configured. We provisioned them, connected remotely via TeamViewer, and had the customer completing his own setups live on the call — all in under 15 minutes.
3Email accounts created
<15Minutes to full resolution
0Follow-up calls needed
The situation
A customer stuck before they even started.
Advanced Iron Worx needed 3 new business email accounts set up on the AHS server. Getting the accounts provisioned was straightforward. The problem was what came next.
The customer had no idea how to configure the email accounts on his PC. His wife’s laptop also needed setting up, and she wouldn’t be home until the evening. Without hands-on help, he was looking at a frustrating night of trial and error — or a second support call the next day.
AHS didn’t hand him a help doc and wish him luck. The team stepped in with a remote session and walked him through it until he could do it himself.
ClientAdvanced Iron Worx Pty Ltd
LocationSt Marys, NSW
ServiceEmail Hosting / Remote Support
Issue3 new IMAP email accounts needed — customer had no knowledge of how to configure them on his devices
Tool usedTeamViewer remote session — customer ID 770 375 942
Resolution methodRemote walkthrough: watch, then do, then complete independently
Time to resolutionUnder 15 minutes from first call to all accounts live
OutcomeZero follow-up calls — customer set up his wife’s laptop himself that evening
Step in. Don’t just solve it. Show how.
The goal wasn’t just to get three email accounts working. It was to make sure this customer never needed to call about this again.
2
TeamViewer installed in under 2 minutes
Rather than talking the customer through a complex setup over the phone, AHS advised him to install TeamViewer — a free remote access tool. He had it up and running in 1 to 2 minutes and provided his session ID and password.
3
Remote session: learn by watching, then by doing
Once connected, the first email account was configured while the customer watched. The second, with each step explained. By the third, control was handed back to the customer to complete it himself while AHS observed. He got it right on the first try.
4
Customer leaves ready to handle it himself
All 3 IMAP accounts were configured and working within 8 to 10 minutes of the remote session starting. The customer had the confidence and knowledge to set up his wife’s laptop that evening — without needing to call back.
The active TeamViewer remote session used during the support call. Customer ID: 770 375 942.
Hand them a guide. Or hand them the skills.
Most hosting support points you at documentation. AHS shows you exactly what to do and makes sure you can do it yourself next time.
Standard hosting support
Here’s a help article. Good luck.
- Create accounts, send credentials, close ticket
- Customer left to configure devices alone
- Phone walkthrough with no visual guidance
- Second call needed when it doesn’t work
- No skills transferred to the customer
- Repeat requests every time staff changes happen
Australian Hosting Solutions
Watch. Learn. Do it yourself from here on.
- Accounts provisioned immediately on the call
- TeamViewer remote session — no phone fumbling
- First two accounts done live, with explanation
- Third account handed to the customer to complete
- Customer self-sufficient after a single session
- Zero follow-up calls — wife’s laptop done that evening
From stuck to self-sufficient. One call.
This wasn’t just a support call. It was a skills transfer. The customer went from having no idea how to configure an IMAP email account to completing one himself, live, on the call.
✔
Full resolution in one call
No callbacks. No follow-up tickets. No frustration. Everything was sorted in a single 15-minute interaction from accounts created to devices configured.
💻
Customer became self-sufficient
He completed the third account setup himself during the session and had the confidence to handle his wife’s laptop that night without any assistance from AHS.
⚡
Zero friction onboarding
Three business email accounts were live and configured on real devices within minutes. No delays, no documentation maze, no back and forth across multiple channels.
🤝
A genuinely grateful client
The customer was vocal about how thankful he was for the hands-on approach. Not just that the problem was solved, but the way it was solved — showing him, not just doing it for him.
The deliverables, documented.
| Deliverable | Detail |
|---|---|
| Email account provisioning Setup | All 3 business IMAP email accounts created on the AHS server within minutes of the initial call. Credentials delivered straight away. |
| Remote session via TeamViewer Technical | TeamViewer installed by the customer in under 2 minutes. AHS connected remotely to the customer’s PC to guide setup visually rather than over the phone. |
| Live IMAP configuration training Education | First account configured by AHS with commentary. Second account explained step by step. Third account completed by the customer himself under AHS observation. |
| Independent device setup capability Outcome | Customer left the session with the knowledge and confidence to configure his wife’s laptop that evening without any further assistance. |
| Zero follow-up required Outcome | No callbacks. No second tickets. Complete resolution in a single 15-minute interaction. |
People behind the platform
We don’t just fix your problem. We make sure it stops being one.
Real support means leaving the customer better off than before they called. That’s what AHS is built for — not closing tickets, but making them unnecessary.
Real reviews. Real clients. A consistent pattern.
Verified Google reviews published by Australian Hosting Solutions customers.
★★★★★
“Damien has always been polite, professional and always delivers on what he promises. Every time I have a query, Damien always returns my calls and resolves any issue quickly and efficiently.”Dianne Xiberras · Verified Google Review
★★★★★
“Damien is fantastic! He has helped our business (Thrifty Seal) over 3+ years; answering all of our calls, answering all of our many questions — he is very efficient and prompt.”Sam Goddard · Verified Google Review
★★★★★
“Above and beyond service… Secure Web Services’ service was so good I decided to change everything to them instead. 11/10!”Luke Perrier · Verified Google Review
★★★★★
“This team led by the talented Damien Owen exceed expectations! Reliable, honest, awesome are a few words that come to mind.”Lyn Mack · Verified Google Review
Your hosting should work for you
Support that actually teaches.
AHS picks up the phone, logs in, walks you through it, and makes sure you can handle it yourself next time. Talk to the team today.