How does weekend and after-hours support work
Weekend and after-hours support is offered to clients on our Managed services and there is an additional charge added to the monthly fee for weekend and after-hours support.
This needs to be organised with our sales team to ensure the site is covered when required.
By default, service outside working hours is on a best-effort basis, and we make no guarantees about any service delivery outside working hours.
Support does not cover
site changes, but does cover issues where a site is down or not functioning. For example, users unable to check out or site pages are broken.
Contact us now if you would like all hours support for your site.
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How does support work and how do I get it?
All support requests need to be logged on our system as follows: Log a ticket on https://support.radiantweb.digital Chat on our Website: https://radiantweb.digital Email support@radiantweb.digital WhatsApp +27824407171 - scan this with WhatsApp Use ...
What does support not cover?
While we really try to offer great support, it is important for us to have some ground rules, or boundaries, in terms of service delivery. As such, we have categorised things a bit. What is not covered by our support is End-user support. For ...
What is classified as support?
Support for a website is a key part of our service delivery. We offer support on our Managed services which covers the website and its plugins. For example, an ecommerce store gets ecommerce support. For a website being looked after under our managed ...
How does the security audit work?
On a regular basis as defined by the product you select, our system probes the site for file changes, malware, and any other potential compromise using Securi. Additionally, we always install security plugins that provide additional protection by ...
How do I get changes made to my site?
Some packages have a number of hours per month allocated to “content assistance”, which is what we term changing content or structure of a site. Each request is managed separately, and timed as the work is done. The minimum duration is 15 minutes per ...