Over the past couple of weeks we've been progressing towards putting in to action our new Support Policy along with updating our response time frames. The updated support policy can be found below, and will be published on our website shortly.
New Policy Response Time Frames:
High Priority - 30 Minutes
- Website Offline
- Emails Offline
- Website Control Panel Not Accessible
Medium Priority - 3 Hours
- General Website Error Messages
- Control Panel Login Issues
- Email Errors
Low Priority - 5 Hours
- Website Coding & Development Assistance Requests
- Website Transfers
- General Questions & Enquires
Level 2 Support - 1 Business Working Hour
Level 3 Support - 3 Business Working Hour
Sales - Next Business Working Day
Accounts & Billing - Within 5 Business Working Days
Management - Within 5 Business Working Days
Total Issue Resolution Goal: 24 Hours from first response
1. Support Policy
1. HostBee will provide technical support to you twenty-four (24) hours a day, three-hundred-sixty-five (365) days a year. The only official method for technical support is via HostBee's help desk at http://www.hostbee.co.nz. Telephone and social media are not official methods of support and are governed by the terms and conditions set forth in the following clause.
1.1. Limited support will be provided, at HostBee's discretion and subject to availability of staff, via telephone and/or live chat. HostBee will always do its best to provide fast, friendly, and helpful support over the telephone and social media, but these options are not official methods of support and no guarantee is made as to the availability, accessibility, or technical expertise provided via these mediums.
1.2. Inquires via telephone or social media should be limited to general questions which do not require access to any account or server to investigate or resolve and should not be used to request the status of or provide updates to a help desk ticket. Any issue requiring investigation, research, or access to an account/server should be sent via the help desk. HostBee reserves the right to direct any issue to the help desk at its discretion and to refuse to provide support for such issues via telephone or social media.
1.3. Resellers are responsible for supporting their own customers. HostBee does not provide support to its resellers' customers. If a reseller's customer contacts HostBee, HostBee reserves the right to place the customer account on hold until the reseller can assume its responsibility for its customer. All support requests must be made by the reseller on its customers' behalf for security purposes. Resellers are also responsible for all content stored or transmitted under their reseller's account and the actions of their customers. HostBee will hold any reseller responsible for any of its customers actions that violate the law or the terms of service set forth in this Agreement.
2. Advanced Support Policy
2.1. Support to Customer is limited to HostBee’s area of expertise and is available only for issues related to the physical functioning of the Services. HostBee does not provide support for any third party software including, but not limited to, software offered by but not developed by HostBee. HostBee reserves the right to refuse assistance with and/or assess an "Advanced Support Fee" of $120.00 NZD per hour (1 hour minimum) for any issue that, at HostBee’s sole discretion, is:
(a) outside the scope of standard support; or
(b) caused by customer error or omission.
HostBee will always ask for your permission before providing advanced support that may be subject to a fee. By providing your permission, you agree to pay Advanced Support Fees as billed.
Monday, July 27, 2015