What does support not cover?

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
  1. End-user support.
    For example, shop.co.za has a shopper that cannot purchase - we do not offer that shopper direct support.  What we do offer is support to the shop, so in a case like this, the shop owner/manager needs to troubleshoot it with the user and once the shop owner/manager has reduced it to a specific issue that does fall under support, it needs to be submitted to our support team.
  2. Content Changes
    We can help with this, it is just not classed as support.  More info here.
  3. Fixing things broken by the site Owner/Manager/Operator
    We will always fix it, but it does not fall under the "free" support provided under the Managed service agreement
  4. Support outside working hours
    Unless specifically engaged within the monthly agreement.

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