Customer expectations when using our best-effort support
This article is to outline customer expectations when using our best-effort support and clarifies how it works.
Providing support without a professional plan associated
Unless you have a professional support plan associated with your service, we provide best-effort support in all cases, except for the issues which we are directly responsible.
In simple terms, best-effort support can be explained as doing our best or all possible efforts to help you. In legal terms, it means doing to the best of our ability all reasonable endeavours to provide you with support.
Expectations of our customer support concerning issues
What you can expect for support requests concerning issues, including but not limited to:
- my WordPress website stopped working out of nowhere after installing a plugin or changing a setting.
- I stopped receiving emails after changing a DNS entry in my domain.
- the web server on my unmanaged server crashed.
We recommend to always create backups before changing anything critical or something that you don't understand very well how it works. If possible, undoing your changeprevious actions or restoring a backup specifically to the changechanges you made could be the faster option to resolve your issue.
In case that's not possible, you can expect to receive instructions to help you with your issue. If you don't know how to do a specific task, independently of being related to the tools we provide to manage your service, or your web application (e.g., WordPress, web server of your unmanaged server, and so on), we will send an article with instructions to help you resolve your issue.
If you keep having issues or difficulties following the instructions we sent, we will do our best to help you troubleshoot the issue or by clarifying the instructions even more — depending on whichever is the case.
For unknown or undocumented issues, we may have to request more information to reproduce the issue, or request a video from you.
In case you cannot follow our instructions for any reason, even after providing simple and illustrative examples, such as images or videos, we will send you a quote to resolve the issue on your behalf.
Expectations of our customer support when asking to do a specific task
- "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.
, 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.