| Technical Support Service Levels |
Although our server are robust and reliable, on the odd occasion you may require some technical assistance.
Therefore, in addition to the Flash Tutorials we offer various levels of technical support.
| Service Package |
Standard |
Bronze |
Silver |
Gold |
| Email |
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| Fax |
N/A |
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| SMS |
N/A |
N/A |
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| Telephone Support |
N/A |
N/A |
N/A |
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| Maximum Response Times |
Standard |
Bronze |
Silver |
Gold |
| Email * |
24hrs |
8hrs |
4hrs |
30 mins |
| Fax |
N/A |
8hrs |
4hrs |
30 mins |
| SMS |
N/A |
N/A |
4hrs |
30 mins |
| Telephone Support |
N/A |
N/A |
N/A |
INSTANT |
* email response times for the standard package are usually much quicker than 24 hours with an average response time of 30 minutes during business hours (9am - 9pm CET)
| Total Incidents |
Standard |
Bronze |
Silver |
Gold |
| Total Maximum Incidents Per Month |
Unlimited |
5 |
10 |
15 |
| Pricing |
Standard |
Bronze |
Silver |
Gold |
| Amount in $ (USD) Per Month |
FREE |
$15.99 |
$54.99 |
$149.99 |
What do all these numbers in the response times mean?
The numbers represent the amount of time it takes to respond to your problem. If for example you are on the standard support package and you sent an email to us via a support ticket, then we would get back to you within 24 hours. However if you are on a gold package, we would respond within the hour.
It should be noted that our response times during our business hours which are 9am - 9pm CET are 30 minutes.
What do the support packages cover?
| The support packages cover : |
The support packages DO NOT cover: |
- Server and Connectivity Issues
- Requests for Module Upgrades
- Troubleshooting Source of Email problems
- Nameserver configuration
- DNS problems
- Troubleshootig CPanel Problems |
- Advice on how to code web pages
- Setting up Email on your computer
- Troubleshooting your computer problems
- Advice on SEO
- Training on Cpanel
- Training on FTP
- Managing CPanel Accounts |
If you have any questions, please send an email to sales@ukcheaphost.net
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