Customer expectations when using our best-effort support
Expectactions of our customer support concerning issues
This article is to outline customer expectations when using our best-effort support and clarifies how it works.
What you can expect for support requests, such as:
- "my WordPress website stopped working out of nowhere after installing a plugin."
- "the web server on my unmanaged server crashed."
In both situations our service is not directly responsible. However, we we still provide best-effort support in such cases. In short, when you don't know how to do a specific task, either it is related to our tools we provide to manage your service, or on your web application (e.g., WordPress or the web server of your unmanaged server), we will send a tutorial or a guide to assist you.
For unknown or undocumented issues, we may have to request more information to reproduce if necessary or request a video from you.
- "I need help to change a DNS entry on my service."
- "Assist me in creating an email account."
If you run into issues that are not related to our service or just don't know how to follow a specific instruction, we will do our best to help and clarify such steps by providing as much details as possible.
If you keep having issues or difficulties following the instructions we sent, we will do our best to help you troubleshoot the problem or by clarifying the instructions even more.
, in the last case scenario, we will send a quote to do what you want on your behalf or resolve the issue.
Things you should also know
In the first 30 days, as a new customer, you can receive real-time support for your service through Live Chat or Telegram to help you get started quickly.
After the first 30 days, you can email, open a ticket, or schedule a live chat session to receive the best-effort support. Alternatively, you may subscribe to an Unlimited Professional Service plan if you would like to keep receiving best-effort support directly through Live Chat or Telegram without scheduling a chat session.
We provide high-quality services on a budget, please do not consider you will have "your system administrator, developer or IT consultant for $5/month" (independently of the amount you are paying). Once again, you may subscribe to an Unlimited Professional Service plan if you would like to have our team working and executing tasks on your behalf.
Lastly, we may resolve issues outside of our responsibility (e.g., on your Wordpress installation) to help you get started within the first 30 days, but do not assume we will keep doing it for free in the future.
You can read more about it within our support policy.
Thank you for reading and your preference.