SUPPORT SERVICE TERMS & CONDITIONS: - Support hours can be used for general online updates including editing/updating website content, adding products/categories, installing apps/plugins, basic photo resizing/editing, system queries, consultancy, advice & admin. - Support hours cannot be used for content writing, SEO, app/api development, on-site work, complete new website projects/newsletter campaigns, adwords/advertising/marketing or any advanced technical/coding/graphic/analytics projects. Complex higher level requirements of this nature are quotable on a project basis. - We provide time estimates for tasks and list all tasks on a shared work log for your review. - Support hours are non-refundable. - Monthly support plan hours can rollover 1 month. - Monthly support plans are flexible and can be adjusted/cancelled with 1 months notice. - Prepaid batch support hours do not expire and can be kept on account for use when needed. - Completion times for simple support requests vary but can range anything from 1 to 14+ working days, depending on the type of task and work queue at time of request. More advanced requests may likely require a longer time to process. - We endeavour to provide priority support and prompt response/completion times to all support customers and to try and be flexible in the event of any urgent situations.
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