Several weeks ago a computer virus struck a large Internet Service Provider email hosting exchange in New Zealand and it appears to have affected IP addresses throughout New Zealand. When emails are not received it appears that servers are blocking the reception and no bounce back message is sent.
We too recently experienced this with a small number of our own emails not being received by a handful of clients, and in turn some clients reported sending our team emails, yet they weren't received our end.
Rest assured, we strive to reply to all correspondence within 12 hours during business days (standard Support requests have a 48 hour turn around). If you have not received a response from us within that timeframe please call us immediately on +64 7 541 1111 to follow up with your request. We will also always attempt to phone you to follow up our own emails.
Have a happy holiday season, our Support hours over this time are 8.30am to 5.00pm on all non-statutory holidays:
Dec 23rd, 24th, 27th, 30th, 31st, & Jan 3rd.
The rest of our team is out of the office from 5.00pm 20 December, returning from 8.30am Monday 6 January 2014.