Respond to customer emails/calls/live chat in regard to issues that may arise with services provided.
Monitor and respond to network and server issues as outlined in instructions provided upon engagement.
In order to resolve issues, service provider may be required to login to servers remotely, communicate with suppliers and/or conduct research on proper fixes.
Where relevant, you agree to provide us with sufficient detail about, and access to, your services, policies and systems to enable us to provide the service to you and your customers. eWebGuru Support Solutions will not be responsible for any problems or downtimes of your servers and any kind of service interruption due to server downtime.
All accounts are set up on a pre-pay basis. It is the customers responsibility to inform eWebGuru on changes in credit card type, paypal e-mail address or expiration date to their credit card. Credit card accounts are billed once monthly. If your credit card is declined, you will have seven days to make the payment, after these seven days, your account will be placed on hold until services are paid for.
eWebGuru reserves the right to change pricing terms on any accounts and plans/services at anytime. New accounts for current customers are subject to the current fees at the time the new account is opened.
Cancellation has to be made by Submitting ticket at client area. eWebGuru reserve the right to cancel the service for any reason with prior notice of 7 days.
eWebGuru offer an average guaranteed response time of 3 hours. Generally we response within 30 minutes. When a new ticket is opened in our helpdesk while your another ticket is already opened and unresolved, the response time count for the new ticket starts from the moment that the previous ticket was resolved. A “response” means that a server admin has read the ticket, assigned it to the most appropriate technician (or himself) to handle your specific problem, and responded stating that the ticket resolution process has started.
Sales, billing, or any other non-support related issue is not covered under our response time guarantee.
The customer explicitly agrees to make daily or weekly backups of all sensitive and important data. This data includes, but is not limited to any and all client data, hosting account data, server configuration data, and any other data that the customer deems important for the daily operations of the company and or servers.
These backups are meant to provide a solid restore point in the event of an emergency or accident or mistake. If a mistake, accident or emergency did occur, then the customer would have a recent backup of all missing or corrupted or modified data necessary to resolve the emergency situation.
Full backups of all systems must be in place prior to the eWebGuru starting and are the sole responsibility of the customer to maintain.
We give prior importance to the quality of work we do. We cannot compromise our quality of service we offer to our customers because of a single customer’s high work load. If we feel any one is abusing this, at our sole discretion, we reserve the right to limit the amount of concurrent open tickets or refer to the next level support plan. We reserve the right at our sole discretion to terminate any account whose amount of admin time consumption negatively effects our other customers.
Harassment and using of abusive words through phone, e-mail, chat or any other means of electronic communications is prohibited. eWebGuru reserves the right to, without notice, suspend or terminate the user’s account for any serious AUP violations.
By subscribing to and/or utilizing our services, you agree to accept, comply, and understand all of our ‘Terms of Service and Policies’ in full.