To help clear this, here is a brief explanation of what is and is not chargeable.
What support is inclusive (FREE)
Hardware monitoring (Making sure your service is online)
Any tasks not identified as being inclusive (free), are deemed chargeable and will be billed by-the-minute as per our standard hourly fees for in office hours support, and emergency rates for out of hours support. Some examples of the types of requests which are chargeable are:
Editing/adding cron tasks
Professional services (design, development or consultation)
Code diagnosis and fault resolution
FTP Account creation
Email account creation
Email/FTP configuration support
Assistance on using control panels or third party applications
Assistance on setting up email in mail programs and mobile PDAs and Smartphones
If you suspect a server-side fault causing your issue, you must first conduct the necessary due diligence to rule out your application/configuration/code being at fault. If we investigate the issue following a support request and identify the issue is caused by your application/configuration/code (ie. not a server-side issue), then the time spent on such will be chargeable.
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