We have a highly qualified technical support team of experienced engineers that answer questions, resolve any type of programming modifications and provide competent consultations on html websites, php web sites and ecommerce stores, web enhancements and upgrades. You work with these experts in a virtual environment through our HelpDesk.
General Support Services
1) 10-Day Check & Test
To avoid delays, most clients respond fairly quickly when presented with a proof, comp or mockup, but you do have ten days to check & test your project. Corrections reported are made at no charge during this free period. We understand people get busy, and sometimes don't have time to check & test. However, we do need to maintain our production schedules in order to serve and support all our clients in the way we promised - and the timely manner you expect also. Therefore, the project is presumed approved after ten days (unless we hear from you sooner that your project has been tested) - any corrections reported after that will incur a fee based on our hourly rate. Any issues reported after 30 days of continued error-free use also incur a technical support fee no matter what the issue is. Client delays with Check & Tests at benchmarks during the production stage cause the completion date specified to be rescheduled, as well. This seems to be the fairest process to keep your project moving toward completion for all concerned.
2) Ticket-Based Technical Support System:
We process all incoming support requests utilizing an online ticket-based system known as our HelpDesk; and we give a higher preference to technical questions from clients who have valid technical support issue. Technical support questions from clients who do not have valid technical support inquiries are also processed, but we cannot guarantee one-two business day reply time as priority is given to advanced questions which require technical investigation.
3) Ongoing Technical Support:
We strive to simplify the process of installation, operation and maintenance of software, design elements and custom programming to make it clear and easy for our clients. However, we understand that our products are complex advanced technology solutions and eminently qualified technical support services are a key to successful operation of programmed products in a live business environment. Our experience has shown that it is impossible to provide lifetime technical support at this level for free, therefore we offer free technical support for a limited period of time. Clients purchase additional technical support after that, as needed.
The following outlines our current support policy, and is subject to change without notice:
a) Free technical support period for custom html websites is 10 days from the launch date and/or date notification of installation or completion of project ordered is emailed to client.
b) Free technical support period for PHP and mySQL database custom sites is 30 days from the launch date and/or date notification of installation or completion of project ordered is emailed to client.
c) Free technical support period for ecommerce is 30 days from the launch date and/or date notification of installation or completion of project ordered is emailed to client.
We provide technical support on the following types of issues:
1. Consultations on our software installation functionality. We answer questions on the software usage and help our clients get familiar with features both through our comprehensive knowledge base, user manuals and open ticket system.
2. Consultations on our web sevices. We provide technical assistance on operating websites, Flash introductions and elements, databases and electronic products.
Solving technical issues involving html and php developed sites after the free period has passed is not free. We do serve a large client base and unfortunately must charge a fee for ongoing technical support in order to continue to provide support for all our clients in a timely manner. The Internet evolves and browser updates as well as changes in computer operating systems, global scripts and server upgrades can cause html and php to interact differently - In case you need technical assistance beyond the free period, please purchase technical support services in the support department of our web store or request an estimate.
3. We resolve technical issues occurring during operation. If the product that we install does not work in the way it was designed, we help you to find the origin of the problem and resolve the issue. This is purchased as a commercial service after the free technical support period has lapsed.
4. We provide consultations on basic software architecture and solutions, if needed for customization. If client decides to customize the web site, Web Store or Shopkeeper, we provide this service on a per estimate basis and payment is required in advance prior to scheduling the work.
Technical support services do not cover the following issues:
1. Analysis of the third party code. i.e. if a client has installed some product from a 3rd party service provider that doesn't work, the cient holds the full responsibility for it. We can offer consultations on such issues, but are not obliged to resolve them. Open a ticket and inquire before requesting an estimate.
2. Customization issues. Should the design or programming of any product we develop be modified by the user or the user's representative, we reserve the right to refuse to provide technical support, require a non-refundable fee to investigate the issue before proceeding, and/or require a non-refundable fee to resolve the issue before proceeding.
It's always our pleasure to provide our clients with prompt and knowledgeable services as quickly and professionally as possible. |
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