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.

    • Related Articles

    • 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 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 ...

    • 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 Email support@radiantweb.digital WhatsApp +27824407171 - scan this with WhatsApp Use the “Support” menu item on your website, There is ...

    • What if I pick up an error on my site?​

      Each package has "Emergency Support"  which is what we have put in place for errors or problems relating to the site.  Errors are treated at priority 1, and can be added by adding a ticket , or emailing support@radiantweb.co.za  NOTE: This does not ...

    • Can I upgrade, downgrade or change my subscription?​

      Of course. To Upgrade or Downgrade: go to your subscriptions tab on your Account, Subscriptions select the subscription, click the corresponding View button on the right Click on the Upgrade or Downgrade button Select a new package by clicking Select ...