Respond to customer emails/calls/live chat in regard to issues that may arise with services provided.Monitor and respond to network and server issues as outlined in instructions provided upon engagement.In order to resolve issues, service provider may be required to login to servers remotely, communicate with suppliers and/or conduct research on proper fixes.
Where relevant, you agree to provide us with sufficient detail about, and access to, your services, policies and systems to enable us to provide the service to you and your customers. Serversupportz Support Solutions will not be responsible for any problems or downtimes of your servers and any kind of service interruption due to server downtime.
All accounts are set up on a pre-pay basis. It is the customers responsibility to inform Serversupportz on changes in credit card type, PayPal e-mail address or expiration date to their credit card. Credit card accounts are billed once monthly. If your credit card is declined, you will have seven days to make the payment, after these seven days, your account will be placed on hold until services are paid for.
Serversupportz reserves the right to change pricing terms on any accounts and plans/services at anytime. New accounts for current customers are subject to the current fees at the time the new account is opened.
Serversupportz offers a satisfaction guarantee on our server management and monitoring services. If you are not completely satisfied with our services within the first 5 technical support requests or first 7 days of using our service (whichever comes first) from the date of your signup, you will get 100% refund of the amount paid for that service.
Cancellation has to be done through an email to our sales department and not by live chat or any of our IM (Instant Messengers). You reserve the right to cancel the service for any reason with prior notice of 30 days.
Serversupportzoffers an average guaranteed response time of 20 to 30 minutes according tosupport plans. When a new ticket is opened in our helpdesk while another ticket from youremains unresolved, the response time starts from the time the previous ticket is resolved. A “response” means that a server admin has read the ticket, assigned it to the most appropriate technician (or himself), and responded stating that the ticket resolution process has started.
Sales, billing, or any other non-support related issue is not covered under our response time guarantee.
The customer explicitly agrees to make daily or weekly backups of all sensitive and important data. This data includes, but is not limited to any and all client data, hosting account data, server configuration data, and any other data that the customer deems important for the daily operations of the company and or servers.
These backups are meant to provide a solid restore point in the event of an emergency or accident or mistake. If a mistake, accident or emergency did occur, then the customer would have a recent backup of all missing or corrupted or modified data necessary to resolve the emergency situation.
Full backups of all systems must be in place prior to the Serversupportz starting and are the sole responsibility of the customer to maintain.
If any ticket exceeds our SLA, a prorated refund upon request will be given and determined based on the amount of tickets you submitted within the last 30 days. Requests for a SLA refund must be reported within 30 days of the date that the SLA was exceeded by opening a Feedback ticket. Under no circumstances can the refund exceed the amount you paid for the service. Refunds of any kind for any reason may take up to 10 days from the time the refund is requested or offered for processing.
We give top priority to the quality of our work. We will not compromise on the quality of service to our customers, even when a single customer’s high work takes our time and energy. If we find anyone abusing our service, , we reserve the right to limit the amount of concurrent open tickets or refer to the next level support plan. We reserve the right to terminate an account if its amount of admin time consumption negatively effects our other customers.
Acceptable Use Policy (AUP)
Abusive material against Serversupportz employees will not be permitted. Harassment and using of abusive words through phone, e-mail, chat or any other means of electronic communications is prohibited. Serversupportz reserves the right to, without notice, suspend or terminate the user’s account for any serious AUP violations.
We valueyourefforts tomake a business successful and your continuous handwork of several years for this goal. We have very good reputation among server management companies around the globe. We try our best to retain that goodwill with utmost care. And so, we do not tolerate the posting of negative feedbacks about Serversupportz on any public forum before submitting a ticket to our Quality/Escalation department. Such activities cannot be tolerated and will result in immediate account termination without any refund. We have utmost respect for all of our clients and go out of our way to keep them satisfied. All we ask is to discuss the issue that you faced withServersupportz in Quality/Escalation Department before going to the public forums. We would like to maintain transparency in our operations and we always try to provide our best to our customers.