Due to the POPI Act you will need to be registered as a contact on the account in order for your Ticket to be recognized by our hosting department.
Unauthorized Contacts sending queries through to the Support department on behalf of the Account holder will be Closed and issued with an automated email response advising to either Resend the query through a Contact listed on the Account or will need to be Resent via the Account holder in order for your Ticket to be recognized. This is to ensure our Customers accounts are constantly safe and protected.
Please see link below on how you can add yourself as a contact:
https://1-grid.com/knowledge/customer-zone-adding-a-sub-account-or-technical-contact/