Easy Internet Solutions Ltd – Support Policy

The Customer will make all requests for support by creating a Ticket using the Support Ticketing System. The Support Ticketing System will be available 24 hours per day, 7 days per week.

We shall use our reasonable endeavours to respond to a request for Support Services within a reasonable time, but we cannot guarantee any particular result or outcome nor within any particular time. In particular, without limitation, we may need to obtain support in turn from a third party that assists us with the provision of the Support Services. Free web hosting Customers are not entitled to support. Any support will be provided at the discretion of the Company (generally during non busy hours).

The Company may also receive calls on the Support Telephone Line. The Company shall try to ensure that the Support Telephone Line will be equipped with a voicemail facility.

If your support request is urgent always use the Support Ticketing System chat request which is manned 24/7.

The Company is not responsible for responding to support calls, voicemails or email messages other than those raised directly via the Support Ticketing System.

The Company shall be obliged to provide Support only in respect of the scope of the Service provided by the Company. This does not include 3rd Party application support, for example but not limited to, Joomla, WordPress, Magento, Open Cart etc. where the fault is not related to the Service provided by the  Company.

The Company shall not provide Support for any third party website builders installed and are entitled to update or cease the provision of such website builders without notice. In addition, out dated/discontinued third party extensions like FrontPage, etc are not supported.