Policy - Technical Support Goal and Responsibilities
- 22/12/2003 3:27 PM
Our Goal:
Our goal goes beyond providing accurate and timely technical support. Every hosting provider claims to do that. Our goal is to identify and solve your technical issues.
Our Responsibility:
eApps is responsible for delivering a functional hosting service as specified in our Service Level Agreement (SLA). In plain terms, we are responsible for delivering the agreed upon service and ensuring that you are able to gain access to, and use, the service. In the event that we do not deliver the service as defined in the SLA you may be eligible for a refund under the terms of the SLA.
The hosting service must be usable as well as functional. eApps provides technical support assistance to ensure that you are able to use the service. Our Goal, as stated above, is to solve your issues. If your issue falls within the definition of technical support included with the service, there will be no charge. If your issue falls outside of the scope of the free included technical support we will provide a firm quote for the required assistance, or will provide a clear recommendation for your developer or other third party regarding what you need to resolve the issue.