Algarve web support

 

In the Algarve, web support can be a problem. Dynafish offer Algarve web support, with either a monthly support contract or via a simple PAYG system.

If you have a site hosted by us, your web hosting fee covers issues with your site admin systems, your email server and web server. Please see below for full details of what is and isn’t covered by your hosting fee.

We offer two options for web site support: a monthly support contract which revolves around an agreed monthly fee which covers a certain number of hours support during a month, and a simple pay-as-you-go system.

All support is run via our support ticket system. Each support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. You create a ticket simply by emailing our support address. We do not provide support by telephone, WhatsApp or via our personal email addresses.

We provide each client with an online timesheet where you can monitor the hours worked. This is worked in conjunction with the support ticket system.

Support requests are normally actioned between 09:00 and 13:00, Monday to Friday. Non-emergency tickets received outside these periods will be actioned the next working day.

We can provide extended support hours to support contract holders, by arrangement.

 

 

Monthly support contract

 

We agree with you a certain number of hours per month (there is a minimum agreement of 3 hours/month). Support contract hours are charged at a discounted hourly rate.

We keep a note of support hours (in 15 minute segments) and then at the end of the month we total these up. 50% of any unused time in a month can be rolled over for use in the next month (but not after that), and any additional hours worked above and beyond those available are charged at this same rate. Support contract charges are in advance, with additional hours charged with the next period.

If you wish, support hours can also be used for new development.

 

 

Simple PAYG support

 

We keep a note of support hours (in 15 minute segments) and then at the end of the month we will invoice you for the hours that month, at our standard rate. It’s as simple as that!

Support covered by hosting or development fees

 

We will provide free of charge support under the following circumstances:

  • A demonstrable and repeatable functional error in a site, reported during the 3 months subsequent to a new or rebuilt site going live
  • A demonstrable and repeatable functional error  in an enhancement, reported during the month subsequent to that enhancement going live
  • A demonstrable and repeatable hard error from our admin systems or web servers (Dynafish hosting only)
  • A demonstrable and repeatable hard error from our email servers (Dynafish hosting only)
  • Configuration changes required to client email software because of changes to our email servers (Dynafish hosting only)

 

 

 

Chargeable support

 

At our discretion, we can provide chargeable support for other work, including but not limited to:

  • Any other research, investigations, fixes, enhancements, modifications and upgrades to existing systems
  • Changes to content
  • Training
  • Help with admin / backend systems
  • Support of clients’ email and email systems (i.e. webmail and email readers e.g. Outlook) when our email servers are deemed fully functional
  • Travel to and from clients’ premises