"In March this year the decision was made to move our Customer Support to a more efficient, email support only model," the company said in an email to customers.
"Our team will be available 9am to 4.30pm every business day via email support, offering our same great service in a slightly different format."
Freshtel said it would make "major changes" to the support section of its web site in the coming weeks, including posting "a significant number of video help files for basic and more advanced setup help".
"This is a far superior way of providing information as you will be able to pause, re- run and implement in your own timeframe," the company said.
Freshtel also announced availability of a beta version of its Firefly client for Mac OS X, the first time.
"After many years we have released a beta version of Firefly for Mac," Freshtel said.
"Better late than never..."