Support
- 24/7 Helpdesk
- Fast Response Issue Management
- Software Updates
- Nightly Update Monitoring
Overview
As part of our pursuit of operational and technical excellence, eSITE.CONNECT's Service Level Agreements (SLA) provide our customers with the service quality, security and reliability they demand. Each customer's SLA is made up of three parts, Hosting, Maintenance and Support.
Hosting Service:
eSITE.CONNECT provides secure hosting services for all DIY websites, Online Stores and eCommerce systems in their secure data centre, where current average system uptimes are an outstanding 99.75%.Product Maintenance:
As part of our commitment to providing you with state-of-the-art software solutions, we include product upgrades and functionality improvements as part our agreement. Therefore, as new features and functionality are developed by our R&D team, they are added to your online store and any modules you've purchased. So, you will automatically receive them and be able to view them the next time you log-in. These upgrades usually occur monthly and eSITE.CONNECT notifies all customers before any upgrades occur.Support Services:
eSITE.CONNECT provide customer support via a 24/7 helpdesk and communicate via phone, email, remote desktop technology, Skype and SMS. We simply use whatever communication method our customers would like us to use.Our philosophy is simple: provide technical excellence and over-deliver on customer expectations.
