^{Getting Started}

How do we get started with CloudTorque?

It starts with a conversation. We'll book a free IT Planning Session to understand your business, your current setup, and where the gaps are. From there, we'll map out a plan that fits that your needs.

Do you only work with businesses in the Waikato?

We're based in the Waikato but support clients across New Zealand, Australia, and Fiji. Wherever your business operates, we can help.

Where are you based?

Our office is at 1/103c Greenwood Street, Frankton, Hamilton. We're a Waikato business at heart, supporting clients locally and across New Zealand, Australia, and Fiji.

How long does onboarding take?

It depends on the size of your business and what we're putting in place. Most clients are fully onboarded within a few weeks, and we'll keep you in the loop every step of the way.

^{Email Security}

What is the email security feature in Cloud Secure?

It's an intelligent layer of protection built into our Cloud Secure package that analyses every incoming email for signs of phishing, spam, and other threats. Using machine learning and AI, it spots the things standard filters miss - so dangerous messages get flagged or stopped before they cause damage.

Why am I seeing colour-coded banners at the top of my emails?

Those banners are part of your Cloud Secure protection. They show you the sender's address, whether the email is internal or external, and flag anything unusual. If you're seeing them, it means your business is protected and you've been included in the rollout.

‍What do the different banner colours mean?
Grey - Nothing unusual detected. Still worth a quick look at the sender to make sure it makes sense (a colleague emailing from an unknown webmail address, for example, is worth a second thought).
‍Yellow - Something's a bit off. Not necessarily dangerous, but worth extra care. Requests for personal information, unusual tone, or anything that feels spammy can trigger a yellow banner.
‍Red - The email looks suspicious and is likely phishing or otherwise dangerous. This includes fake "account alerts," brand impersonations, blocked phishing links, and emails pretending to come from someone inside your business.

What should I do if I get a yellow banner?

Take a closer look. Check who it's really from and whether you trust them. Be cautious about clicking any links or opening attachments until you're sure.

What should I do if I get a red banner and why did it reach me at all?

In most cases, you can delete it and move on. Red-flagged emails are usually stopped before they reach you, but sometimes they're delivered anyway with the warning banner attached, so you can see what was caught and why. If a suspicious email doesn't arrive at all, it may have been quarantined instead - see our Email Quarantine FAQs below for how to check and release it.

What does the "Report This Email" link do?

It's how you give feedback if you think something's been flagged incorrectly or confirm we got it right. Click the link in the bottom-right corner of any banner and you'll be taken to a short form to mark the email as Safe, Spam, or Phishing. Your feedback helps the system get smarter and keeps your protection sharp.

Why am I seeing a warning page when I click a link in an email?

Cloud Secure checks links in real time, not just when the email arrives. If you click a link in a yellow or red banner email, you'll see a page reminding you the message was flagged. Sometimes a link that looked safe at first turns out to be dangerous later - when that happens, you'll be blocked from reaching it. Better a warning than a breach.

Who do I talk to if I have a question about the email security feature?

Get in touch with us. We can fine-tune your settings, walk you through anything that's unclear, and make sure your protection is working the way it should.

^{Email Quarantine}

New: Download our step-by-step Email Quarantine Guide that covers how to check, review, and release held emails, with screenshots.

What is email quarantine?

Quarantine is a secure holding area where suspicious emails are kept instead of landing straight in your inbox. Messages end up here if they look like spam, phishing, malware, or anything else that trips our security checks. Nothing in quarantine reaches your mailbox until you, or we, decide it's safe.

How do I know if I have an email in quarantine?

You'll get a notification email letting you know. It'll show you who the email's from, the subject line, when it arrived, and why it was held - plus a link to review it.

How do I access my quarantined emails?

Just click the Quarantine page link in the notification email. That'll take you to the full list of anything being held.

How do I release a quarantined email?

From the quarantine list, you've got two options:
‍Review Message - a safe way to preview the email without releasing it, so you can check it's genuine first.
‍Release - sends it straight to your inbox. Only use this if you're confident the email is safe and expected.

Sometimes you'll see Request Release instead of Release. That just means the message looked enough like malware that it needs a second pair of eyes, ours, before it's let through.

‍When in doubt, leave it in quarantine and get in touch. We'd rather double-check a safe email than have a dangerous one land in your inbox.

^Support

What happens when something goes wrong?

You've got three ways to reach us: the CloudTorque Support App in your task bar, email us at support@cloudtorque.global, or call 0800 273 239. Most issues are resolved remotely and quickly. For anything that needs hands-on help, we'll come to you.

What are your help desk hours?

Our help desk is open Monday to Friday, 8:30am–5:00pm NZDT. View after hours question below regarding after-hours support.

How do I submit a support ticket?

The easiest way is through the CloudTorque Support App, which sits in your task bar. You can also email support@cloudtorque.global or call 0800 273 239 and we'll log it for you.

Do you offer after-hours support?

Our standard help desk hours are weekdays 8:30am–5:00pm NZDT. Extended cover is available depending on your plan - we'll talk through what your business needs when we scope your setup.

Will I have one person to deal with, or a different tech every time?

You'll have a team that knows your business - not a call centre. We keep the same people across your account so nothing gets lost in translation.