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Client Support Policy
This policy outlines exactly what you can expect from Easy Web Logic customer support.
Primary Administrator
Each client is asked to nominate a Primary Administrator for their website to serve as the main point of contact for technical support.
We provide this person with initial training and ongoing technical support via phone and email; they can then train and support other administrators of the site.
Clients may add as many additional administrators as desired.
Free Initial Training
Free initial telephone training is provided. The purpose of this training is to ensure that the Primary Administrator is confident with basic website editing and management tasks.
Please note: After the initial free training period, any additional telephone training requests will be billed at the general consulting rate. Please contact us via email, at least one working day in advance, to arrange a time for a telephone consultation.
Ongoing Technical Support
We offer email, web and phone support for each Primary Administrator. We can often help you faster if the issue is first logged online via the technical support request form.
Text Message vs Phone
In our experience, many support requests can be handled efficiently by text communication. By completing the online support request form, you provide useful details about each problem or issue at the outset; this helps us to more effectively help you.
A second advantage is that text provides a searchable record of support transcripts - problems and resolutions - for future reference. We use this data to improve our online help material.
Onsite Visits
In general, we do not offer onsite visits for pre-sales, support or training.
A (free) alternative is to drop by for a coffee at a local cafe. :)