Each of our plans include varying degrees of support as defined in the Plan Details. Support will be provided using the following definitions:
- Basic Support means support relating to the underlying hosting service only. We provide a 1st line support to you if the site hosting is experiencing issues, and will work with the underlying hosting provider on your behalf to identify the issue and see it resolved. As we are a reseller and do not operate our own infrastructure, we can accept no responsibility for issues beyond our control. However we do pass through the hosting vendor’s provisions for uptime and support and will act as your liason.
- Extended Support adds to Basic Support by including our advice and effort relating to configuration of WordPress, Theme and Plugin features, as well as assisting with the layout of your site in the form of pages, page structure and navigation. This also includes simple application of your brand mark and colour scheme, but does not include creative design effort or typography selection.
- Full Support includes advice and assistance in relation to any aspect of your site excepting those topics/efforts listed in the Exclusions section of these terms and conditions.
To protect ourselves and the sustainability of our relationship with you, our support offerings are further limited in the following ways. Support effort that exceeds these limits will be chargeable at our usual retail hourly rates. If a support request is likely to exceed your annual limit we will notify you beforehand to discuss your options.
- Basic support is capped at 8 hours per calendar year
- Extended support is capped at 30 hours per calendar year
- Full support is capped at 100 hours per calendar year
All support requests must be directed to Goodspring via our online support form to be considered. All support offerings will be performed remotelely and do not include provision for in-person visits.
Sometimes our support offering will require us to contract the services of external specialists, such as design skills with our Full Service offering. You agree that Goodspring may elect these contractors as we deem appropriate as needed.
Externally contracted services will be offered within the constraints of your annual support limit and the plan Exclusions. Outside these limits, Goodspring will provide you a quote for the services to be rendered. At all times Goodspring remains your primary service provider and bears responsibility for the services rendered under our engagement.