Below is our Support Policy, this includes expected response times to tickets, these are not guaranteed response times.
High Priority - 1 Hour
- Website Offline due to Server or Network Fault
- Emails Offline due to Server or Network Fault
- Website Control Panel Not Accessible
Medium Priority - 4 Hours
- General Website Error Messages
- Control Panel Login Issues
- Email Errors
- Website Offline
- Email Offline
Low Priority - 24 Hours
- Website Coding & Development Assistance Requests
- Website Transfers
- General Questions & Enquires
Level 2 Support - 4 Business Working Hours
Level 3 Support - 8 Business Working Hours
Sales - Next Business Working Day
Accounts & Billing - Within 5 Business Working Days
Management - Within 5 Business Working Days
Mexxus will provide technical support to you twenty-four (24) hours a day, three-hundred-sixty-five (365) days a year. The only official method for technical support is via Mexxus help desk at http://support.mexxus.com . Telephone and live chat support are not official methods of support and are governed by the terms and conditions set forth in the following clause.
Technical support is provide in English and is available in French only during normal business hours.
Limited support will be provided, at Mexxus discretion and subject to availability of staff, via telephone or live chat. Mexxus will always do its best to provide fast, friendly, and helpful support over the telephone and live chat, but these options are not official methods of support and no guarantee is made as to the availability, accessibility, or technical expertise provided via these mediums.
Inquires via telephone or live chat support should be limited to general questions which do not require access to any account or server to investigate or resolve and should not be used to request the status of or provide updates to a help desk ticket. Any issue requiring investigation, research, or access to an account/server should be sent via the help desk or by email to firstname.lastname@example.org. Mexxus reserves the right to direct any issue to the help desk at its discretion and to refuse to provide support for such issues via telephone or live chat.
Resellers are responsible for supporting their own customers. Mexxus does not provide support to its resellers' customers. If a reseller's customer contacts Mexxus, Mexxus reserves the right to place the customer account on hold until the reseller can assume its responsibility for its customer. All support requests must be made by the reseller on its customers' behalf for security purposes. Resellers are also responsible for all content stored or transmitted under their reseller's account and the actions of their customers. Mexxus will hold any reseller responsible for any of its customers actions that violate the law or the terms of service set forth in this Agreement.
We provide an expect response time for all support and sales related matters, this is in no way guaranteed.
Support Tickets relating to issues Third Party Products such as Website Builders, Applications such as Wordpress, Joomla, Magento and other Content Management Systems are not covered by our Support Guarantee nor do we guarantee to provide any support for these products. Mexxus will treat these tickets with Low Priority and will do our best to assist as much as possible but will not make any modifications to website and/or software.
support requests must either be submitted via the Client Area or emailed from an email address which is registered to an account, we will not be able to provide support to any tickets which come from an email address not assigned to an account.
Advanced Support Policy
Support to Customer is limited to Mexxus area of expertise and is available only for issues related to the physical functioning of the Services. Mexxus does not provide support for any third party software including, but not limited to, software offered by but not developed by Mexxus. Mexxus reserves the right to refuse assistance with and/or assess an "Advanced Support Fee" of $85.00 CDN per 60 minutes (60 minute block minimum) for any issue that, at Mexxus sole discretion, is:
(a) outside the scope of standard support; or
(b) caused by customer error or omission.
Mexxus will always ask for your permission before providing advanced support that may be subject to a fee. By providing your permission, you agree to pay Advanced Support Fees as billed.
Thursday, June 27, 2013