| Support Boundaries |
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Support is what iBIzOnCall is all about, that's why we understand that no web hosting business can succeed without the proper costumer support. It's difficult to gain any new clients if you keep losing current ones due to problems that could have been solved in a quicker, or easier manner. We know that you have the best of intentions when providing support to your costumers, but as we're sure you've experienced by now, there are times when the problem is just beyond your means or control. For example, if your costumer keeps modifying his configuration while you try to help him, or maybe there is a problem with a new device or application with which you are not that familiar with. For this same reason, we have created this policy to establish our support boundaries. This way we can be certain that we will always be able to answer our costumers' questions and correctly solve their problems. As long as the inconvenience is within our support boundaries, we will be able to fix it. In the case that the problem is outside of our support boundaries, we will not try to fix it directly, but we may try to help the costumer find a solution. This is not so much of a disadvantage as it is actually an advantage, since, by working this way, you are assured that we will never break anything or damage your system in any manner. Our support covers the following issues: -Network -DNS -HTTP, FTP, and any other service modifications. -Connectivity You can rest assured that we will always answer these types of problems as quickly as we can, and with the most appropriate solution we are able to find. Our support does not cover the following issues: -Scripts of any kind (due to possible instability) -Services modifications (due to security) On these matters, we highly recommend that or costumers consult with a local system administrator, consultant, or developer. But even though we do not support these problems, we will try to help out as much as we can by investigating the possible causes for the error, as well as plausible ways to solve it. If the problem is outside of our support scope and we are unable to provide an answer for it, we can put you in contact with a third party through our channels. This would mean an additional charge, but it would lead to a definite solution to your inconvenience. We hope that after reading this document you have a better understanding on the boundaries of our support. If you have any questions regarding this, or any of our policies, please give us a call or contact us through the iBizPanel by opening a case. Thank you iBizOnCall |
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