1. Service description
Webcity offers 30 days of free technical support with the
purchase of any of our Web packages. When 30-day free support
period ends, the following support services are still available
for Customer for the whole duration of their hosting contract:
• Traditional hosting phone and email technical
support
• 24/7 and unlimited free access to online
self-help tools
• Pay-per-incident support and maintenance
program
Webcity also offers two different Support options labelled
as Standard Support and Gold Support.
All Support Services will be delivered by a member of Webcity's
design team within the Webcity hours of operation stated on
our website. Customer will receive email or pre-scheduled over-the-phone
access to one of our expert consultants who will discuss the
Customers’ needs and either work directly on the website,
or make recommendations to implement. Recommendations may also
include quotes for extra design or programming work.
Pay Per Incident service is delivered on an incident basis,
which is a single support issue. The service provided
will be quoted and charged in advance. It can be paid by Cheque
or Credit Card.
2. Advisory information
In order to benefit from Support Services customer shall provide
Webcity with full access to Product and report all login/password
change.
Script updates may overwrite script alterations made by you
or a third party. If you have had the script customised, it
is your responsibility to inform Webcity before the update
work starts.
Webcity does not assure uninterrupted operation of Customer's
product or guarantee that the product can be returned to good
working order without possible loss of data. It is the Customer’s
responsibility to backup all added content before requesting
maintenance.
Design Support is provided on a best efforts basis to keep
Product in, or return Product to, good working order. Webcity
will use reasonable commercial efforts to provide Support Services
in a professional manner but does not guarantee that every
question or problem will be resolved to a customer’s
total satisfaction.
All new module installation must be discussed with your Webcity
Designer prior to order. Your Webcity Designer will let you
know what can be done and which pricing level has to be applied.
For more information please call us on 1300 65 55 90 or email
us at design@webcity.com.au
3. Restrictions
Support Services do not include website updates since Customers
are provided with tools to update their content by themselves.
Standard Support agreement does not cover maintenance of Product
damaged by misuse, tampering, modification of source files,
or improper service by a party other than Webcity. If Webcity
determines that any such service(s) are required, they may
be priced at Webcity's Pay-Per-Incident then-current rates.
Webcity may limit or terminate the Support Services being
provided if Customer uses the Support Services in an abusive
or fraudulent manner, as determined by Webcity in its reasonable
discretion. Examples of such use include a high number of calls
that concern previously resolved issues, repeated posing of
questions to which the answer is readily found in the documentation,
and discussion of issues that are not related to technical
support.
Webcity Support Services do not cover 3rd party software support,
problems identified by the designer as being Customer's responsibility,
nor does it cover Product re-installation, Product relocation,
systems engineering services, custom programming, or any problem
due to Customer's operating system, browser or application
software dysfunction of any sort.
Support Services may include maintenance and scripts
updates provided by 3rd party software companies. Although
Webcity is very committed to select the best solutions for
its customer, Webcity may not be considered responsible for
bugs or issues resulting from 3rd party programming.
Support Services and Pay-Per-Incident rates are only applicable
to websites initially designed by Webcity. Maintenance on websites
developed by a 3rd party may be quoted at a higher rate.
4. Renewal / End of Support Agreements
Support Agreements are billed annually. After 12 months of
Services, a new bill will be sent to Customer. If the bill
is not honoured before agreement expiry date, Support Agreement
will automatically be terminated.
When Support Agreement ends, customer can still access self-help
tools, traditional phone/email hosting support and pay-per-incident
Design Support. Customer can also request to sign up for a
new Support Agreement at any time.
Unused support and training hours expire one year from the
date of purchase.
5. Early termination of Standard Support Agreements
Webcity may limit / terminate Standard Support Agreement at
any time if terms the above Terms and Conditions are breached
or if Product is moved to a web host other than Webcity.
All Terms and Conditions are subject to change without notice.
Other Related Items:
• Web Packages
Terms and Conditions
• Domain
Registration Terms and Conditions
• Hosting
Terms and Conditions
• Webcity
Privacy Policy
• Webcity
Refund Policy
Note: We continuously seek to improve your support experience
by measuring customer satisfaction.
Your feedback greatly
helps us perfect our services so please let us know what you
think…
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