Getting Support

You may be eligible to request support once we have delivered your web project to you. This help article explains the process involved and the issues for which support may be requested.

Support Availability

For web projects already delivered, support is only available for/to:

• web projects that are still within the standard warranty period; and
• customers who have purchased extended support for their web project.

General Issues Covered for Support

In general, the following are some examples of issues that may be covered by our support plans:

• Functionality issues: If your web project is not functioning as per the agreed proposal or as it was at the time of deliver, provided you have not made any changes to the code or CMS.
• Loading errors: These can often be a sign of misconfigured DNS records, incompatible web browser, slow internet speeds, inadequate hosting resources, and incompatible device. Our support team can help you work out the issue that is causing any loading errors and resolve it if it falls within the scope of our work and any support policies.
• Adding or editing blog content: If your CMS supports adding blog posts, our support team can assist you by providing you with information and educational resources for adding and editing blog posts on your website.

Support Service Exclusions

Our support team cannot help you with the following:

• Adding or editing content on your behalf: We will not be able to assist with adding and updating content on your website on your behalf. Adding or editing existing content requires a new proposal and will be treated as a new project.
• Hosting related configurations: We cannot assist you with issues related to your web hosting environment if you host your web project elsewhere. If you are our managed web hosting customer, a separate hosting agreement applies to your subscription with its own terms.
• Migration or backups: We cannot assist with migrating your web project or making backup copies of it unless you are subscribed to an eligible support plan.

The above list only contains some common examples. We may refuse to provide support for certain issues at our discretion and in line with our Support Policy applicable to web projects.

How to Get Support

Please read the general documentation on getting support for your web projects by clicking here.