Support Terms Of Service
The Work Related Boring Bits
Yes we know more boring stuff, but these terms cover the support we provide for you so you need to read them. These are part of our terms of business which you legally agree to abide by when you sign up for any of our services.
You need to be aware of these so that you know how our support works.
Read Support Terms Of Service ⇓
These are general points about the 3001 web support service to clarify what is included in your hosting and what isn’t. Please make yourself aware of everything on this page.
What is included in my hosting fees?
Your hosting fees are for the provision of and maintenance of active web hosting on the 3001web cloud. Hosting fees include repairs to any cloud-related function which may not be available or become faulty and as such affect your sites day to day operation.
With all hosting accounts, we make available Cpanel access to your account to generally administer your site, and a knowledge base to give you help with some of the functions of the control panel.
What is not included in my hosting fees?
Put very simply any task you ask us to complete for you that is not direct maintenance to the 3001 web cloud.
Unlike many hosts, we offer quality speedy, and effective support in many areas. We will do our utmost at all times to solve any issues or requests you send us relating to your site, however, this is NOT a responsibility we have to you it is an extra service.
If we can’t solve your issue then most times we will find you someone who can. Be aware however our only responsibility to you is to provide you with active web hosting space on our cloud. Any other service is an additional service and is offered ONLY when the time commitments of our staff will allow.
You also need to understand that we do NOT offer additional support services free of charge. If our staff have to work on any part of your site whether that be something as simple as setting up an email account or a complex install of a script or programme, you WILL be billed for any time our staff give to your online business.
To give the best value possible we offer a per minute billing system for additional support and site editing services so that you only pay for the exact amount of time our staff work on your site.
The current rates are listed in the billing section of our knowledge base.
How 3001 web support works
If you have an issue or task you need help with you can submit a support ticket for help from our team. In cases where we may need to talk to you or you would like to talk to us, telephone or SKYPE are available. Please note however that all regular support regarding your site or hosting account must be submitted by support ticket.
We will then look at your issue/task and offer one of the following resolutions:
- We will tell you how to fix the issue for yourself or point you to our knowledge base for the help you need.
- We will direct you to another website which can answer your question or offer services to deal with your issue.
- We will fix/correct/resolve the issue for you.
For numbers 1 and 2 there is no charge, we like to help our clients learn as much as possible when it comes to running a website, this is much more beneficial for the client long-term and frees up the time of our support staff for issues that can not be corrected by clients through lack of knowledge or experience.
Any work we do for you on your site will be billed at our current per minute rate. This includes but is not limited to:
- Editing of HTML or PHP pages
- Installation, upgrade or replacement of scripts/plugins/add-ons and programmes.
- General Cpanel administrative tasks such as setting up email addresses, redirections or any other Cpanel function that could have been performed by the client.
- Modifications applied to third-party scripts or programmes.
- Banner and graphic design and theming work.
- RE-editing or re-applying any previous work completed by us that has been undone by the client, their employees or any third party for any reason.
You will ALWAYS be informed that you will be charged for any billable work before the work begins.
Important Things To Note
3001 web is primarily a web hosting company we are not webmasters. Any work we may carry out on your site is on a job to job basis as an additional service when the time of our staff allows. Once the work is completed to your satisfaction and you have paid the bill, further work on your site is classed as a new job.
What Happens If 3001 Web cannot help me with an issue or editing requirement?
Should the situation arise that we are unable to perform edits for you we have made provisions in the knowledge base for you to find other professionals to help you with your site.
You should also make yourself aware of our full terms of service. By entering into any hosting agreement with 3001 Web you are agreeing to our terms of service.
3001 Web reserves the right to change these support terms of service at any time. You will be notified by email of any changes.
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