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Gold Support
The Gold Support package provides you with first rate support for all aspects of your current online business. The support is delivered on an ad hoc basis as and when you need it and includes:
- Managed Backup including nightly FTP and mySQL backup of your site (we re-instate your site to a previous version during office hours should the worst happen).
- Continuing access to Support Ticket system for online support of your site.
- Access to RSTO technical support line for emergencies
- Support incidents:
- Up to 20 support queries for Gold support
- Total support time of 16 hours for Gold support
- Support for any of the following areas:
- Website maintenance
- E-commerce, maintaining functionality
- Internet connection
- E-mail
- PC problems (excludes virus or hardware failure)
For the sake of clarity should you require new features or enhancements for your site these will be discussed with our sales team and scheduled for development in the usual fashion.
Support Ticketing System
Our primary system for the provision of support is through our Support Ticket System. Once you have signed up for a Support Contract you can access Support Tickets online by clicking onto “My Project” on this website. After entering your Password all you need to do is click on Support – Contact Support within the Project Centre.
Emergency Support
Where we agree with you that you require emergency support, you should telephone us. We will do what we reasonably can to get your site back up and running as soon as possible and the same applies to any other emergency. Any emergency work will be charged at twice the standard rate. We regret that RSTO are not able to provide out of hours or any premium or guaranteed 24/7 support.
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