Our premium ecommerce and CMS web design packages are supported 6 days a week by our team of ecommerce and website engineers (Our server and your website are powered all year long with no interruptions). We will support all of the following:
- Completing tasks in the administration section of your site
- Configuring payment gateways
- Unable to access webmail
- Password resets on your store or email accounts
- Assistance finding lost PayPal orders in your database
- Internal Server Errors on checkout
We do not support the following (but will provide helpful guidance where we can):
- Putting test orders through your store
- Resizing your images or converting them
- Contacting customers whose PayPal orders failed
- Configuring your desktop email programs or firewall
- Writing content for your store or website
- Changes to the site for A/B Testing or SEO (unless you have purchased a SEO package)
- We do not provide FTP access or make server changes on a single-customer basis
- Custom development - although you can submit a ticket to make a request and we will advise if it is possible and if so at what cost.
Our ecommerce servers are proactively monitored daily for both performance updates and to apply security patches to maintain a PCI DSS compliant environment. To attain PCI DSS compliance on an individual business basis it is still up to the customer to ensure they meet all of the other business-side requirements as specified by banks and credit card companies.
