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Overview

Support can be of multiple types. We offer various levels of support to allow our customers to manage their costs, risks and convenience.
The reasons why a customer may want support are many. Some of the most common ones are listed below, each is discussed in detail in later sections in this document:

For a client, to involve us in any regular engagement, some form of support is required or once we take you live beyond a certain good will aspect we do charge for our time.

Warranty, Bugs & Fixes

We take quality very seriously. We will offer you warranty (duration depends on project and as sepcified in contract), after your site is live on the internet. During this period all development related issues will be fixed free of cost + you will get Free Priority Site Support for the period also. One month after go-live, is sufficient time for a client to test and report any issue they see. An issue is defined as a fault in any working that has been agreed upon. It is important to understand that an issue is a problem in the execution of the site that prevents the intended behavior. New feature and change requests do not qualify as development related issues and hence not covered under warranty.

New features and changes

If there are any new features requested they will be charged on an need basis. A "Feature" is any work that is required from our end to enhance your website looks or functioning. Refer to Dev Support for details.

Good will over and above support

There are many aspects to quality that you cannot foresee or put a price to. The following items highlight the general culture to help our clients remain satisfied. We are not obliged contractually, however these are expressed informally so you are aware of the things we do for our clients:

Bug fixes beyond warranty period

We believe in happy clients and good relations. For this we are willing to go the extra mile for our clients. If we find the client has a genuine problem that was unforeseen, then based on good will we may offer our expertise free of cost. While we cannot commit to this clause as it can be abused, it is sufficient to express we will be flexible and understanding to any request that is reasonable.

Synergy

We welcome feedback into our processes and we welcome any challenge to help improve things overall for all our clients, sharing experiences etc. Technical advancements keep taking place and we ensure we are at the front of it. So where applicable, as updates happen we will keep you informed of trends so you may decide to upgrade your site and keep it abreast with latest technical advancements.

Free admin updates on purchased features

We have developed our own state of the art platform for business users to make updates on our CMS. For features you are using, we may provide free platform level upgrades over time which benefit all our customers. Furthermore, we are constantly taking feedback and improving the backend and it benefits all our customers.

Priority site support (site tech support AMC)

We provide an optional technical support for websites we build to ensure you have backups, no running issues or down times. As part of our warranty we can offer 1 or 2 months of free support. While one may assume, once a website is up and running there is no reason for anything to go wrong. There are unforseen circumstances where websites can go down. Here are some but not all reasons:

  1. Host provider may make changes to the hardware or operating system stack or system configurations that may impact the site inadvertently.
  2. Some of your environment settings may expire, like certificates etc.
  3. Data related issues, like the disk filling up.
  4. Performance or security issues that are specifically related to system setting changes by Host provider or infrastructure changes.
As you can see most of the reasons are Host provider related, and one may opt to directly deal with the host provider also for there, however our experience has shown that dealing with the host provider requires more specific knowledge and constant followup. This level of engagement may burn you out and we are ready to take it on. Additionally, for more mission critical sites like e-commerce we recommend this as a "must" rather than a "nice to have". Many times if the host provider truely messes up, they will not restore your site.

If you have a highly dynamic site or high traffic site, it is advised you take this.
This AMC coveres you for software level problems but not hardware. Hardware assurance is given by the Host provider and their liability.
Normally, we do not provide file backup. So all your files that include images, video's, PDF's etc. should be backed up locally by you. The reason for this is the Server infrastructure and disk-space is expensive. So unless your organization is willing to spend extra on disk space to backup files and images also, we will not have space on the server to do this and hence cannot provide this service.
Any fault due to changes via CPanel, SSH or any software that operate at a host or an operating syste level are not covered under AMC.
Any fault due to changes in core website files which have not been provided by us, are not covered under AMC.

Level of Support included
Check site is up
every 30 minutes
BackupsAd Hoc QueriesEmergency restorationFollowups with Hosting companyContent related workDevelopment related workFirst response timeJob response timeFree admin upgrades
Yes
Using heartbeat services
Yes
(Every 24 hours for E-Commerce or
once a week for low volume sites)
Yes Yes Yes No No 1 to 24 Hrs on Avg. Depends on type of problem.
Host provider related then it can take days
else it could even be fixed in a matter of hours
Yes

Std. platform generic upgrades from time to time.

Content support (Content AMC)

This is only required if you have a static site or not comfortable with making changes. In this we include making content level changes.
For content changes it is important the client send all the raw content for multiple changes in 1 go. Based on the support contract we will entertain a maximum number of change requests a month.

If you have a Dynamic website, then you should invest in training of internal staff to do your own changes.
If your website needs frequent updates, then you should optto build a CMS or dynamic deriven site. Relying on the development team to make content changes isn't the best idea. However each project and situation is different.

Level of Support included

Check site is up
every 30 minutes
BackupsAd Hoc QueriesEmergency restorationFollowups with Hosting companyContent related workDevelopment related workFirst response timeJob response timeFree admin upgrades
No No No No No Yes No 1 to 24 Hrs on Avg. 1 hour to 36 hours on Avg.
(sometimes longer)
No

Admin support

This is a form of Content Support but not included in content support, where we can handle the content admin tasks, even if you have a CMS to do it your self. The terms are similar to content support but the costs may ary depending on the type of support needed. Again, we recommend this is not a good idea and self reliance is the best practice.

Development support

Development changes are not covered any under any other support activity, as the nature of development change can be completely ad-hoc and custom. The cost and time for this depends on the job required. Development tasks do require planning from the clients side and cannot b rushed, as it involves design, development and testing.
Rushing development can lead to unforseen problems on the website and result in a constant react and fix mode.

Level of Support included

Check site is up
every 30 minutes
BackupsAd Hoc QueriesEmergency restorationFollowups with Hosting companyContent related workDevelopment related workFirst response timeJob response timeFree admin upgrades
No No No No No No Yes 1 to 36 Hrs on Avg. 3 man days to 20 man days on Avg. Only when an enhancement is made Or

Std. platform generic upgrades from time to time.

Disaster recovery

Software level disaster recovery is included in Site upkeep and tech support. However if someone has not purchased that then we do this for a specific price or there is an infrastructure (machince, server, operating system, disk) level problem, then this is charged for.
If you have not purchased tech support, then it is likely we will not have or keep your backups either. So even though we can recover your site, we can only recover it to the last update we had or you have effectively kept. We cannot be responsible for restoring the state to the site what you last saw.
Level of Support included

Check site is up
every 30 minutes
BackupsAd Hoc QueriesEmergency restorationFollowups with Hosting companyContent related workDevelopment related workFirst response timeJob response timeFree admin upgrades
No No No No No No No 1 to 36 Hrs on Avg. 3 man days to 20 man days on Avg. No

Migration support

See Migration guide on why a migration maybe required. Migration effort is not included under any other support activity purchased. This is always a separate activity and will demand a separate time and cost.
Level of Support included

Check site is up
every 30 minutes
BackupsAd Hoc QueriesEmergency restorationFollowups with Hosting companyContent related workDevelopment related workFirst response timeJob response timeFree admin upgrades
No No No No No No No 1 to 36 Hrs on Avg. 2 Weeks on Avg. Yes, only if
Tech support was purchased

Digital marketing and SEO support

For our clients, we also offer strategic digital marketing advice and SEO services. We do not do content based work like Facebook or social media, however we do kknow people who can assist. SEO being technical in nature is something we do offer and are good at. We offer it at a monthly rate with and on guaranteed results there is a 100% pay off.

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