What does it entail?
Our policy focuses on providing additional assistance to resolve issues that are not covered by the scope of the contracted service. We strive to offer solutions whenever it is within our capabilities and resources.
In which cases does it apply?
We apply this policy in the following cases:
Configuration, failures, or bugs in CMS portals or applications hosted in specific directories, such as /home/account.
Configuration of third-party server software, such as antivirus systems, database systems, and web servers other than those provided by default.
Can we always offer this benefit?
Although we strive to help as much as possible, there are occasions when the complexity of the problem or the need for highly specialized knowledge may limit our ability to resolve certain issues. However, we will always try to provide the best guidance and support within our capabilities.
Example 1:
If a client has a CMS called Postnuke and experiences issues with image thumbnail generation, our staff might check if the necessary libraries are installed (on the server side). However, they are not obligated to fix specific CMS issues unless they have the required knowledge, as often happens with popular CMSs like WordPress.
Example 2:
If a client has installed a Java program on their private server and encounters operational issues or excessive resource consumption, our staff might check for potential firewall blocks or package errors in the operating system. Nevertheless, they are not obligated to solve specific Java program problems unless they have the necessary expertise.
What happens if I accept the unusual situations policy and the issue is not resolved?
Our policy extends as far as the sysadmin or support agent's capabilities in server infrastructure concepts, which are not part of the standard service. Web development, programming, and graphic design are not core areas of a sysadmin's knowledge. This policy allows the client to receive guidance from a person with deep technical knowledge, who can identify problems for the client to resolve with their technology team.
How can I access this policy?
To access our unusual situations policy, you must accept its limitations by phone or chat. Our team will always be willing to help within their capabilities to ensure the best possible experience.