About our support
Quality Of Service
Level Of Support
Quality Of Service
We strive to provide you with the best quality service possible while maintaining competitive prices.
We don't claim to guarantee 100% uptime because without special setups and equipment, this is not possible. We do however provide a money back 99.9% uptime guarantee. This means a maximum downtime of less than 1 hour per month. If our servers are ever down longer than this in any calendar month, we will credit your account 10% of the monthly rate for every hour the server is down to a maximum of that months rate. In order to receive credit for down time, you must submit a credit request within 7 days of the occurance. By special request, we can provide you with a 100% uptime solution for systems that require the highest standards. This involves keeping a copy of your website on 2 servers.
We will do our best to notify you at least 48 hours in advance of any planned server downtime for routine maintenance or upgrades. In the event of server crashes, for whatever reason, we will do our best to minimize server downtime. Crashes are usually caused by outside deliberate attempts, internal runaway (poorly written) scripts, or sudden increase in website activity, and are usually restored within minutes. We have multiple automated systems monitoring our servers.
Level Of Support
We have a reputation of a high level of support from our current clients, and we do plan to keep that reputation.
Our support related to problems from our end, whether it be server issues, or any form of hardware or software issues, is unlimited. Problems do arise occassionally and we do our best to fix them in a minimum of time, but if you do find a problem pertaining to our end of the system, you may call us using our toll free number. Our servers are constantly monitored, but problems can arise without our immediate knowledge.
Our support related to questions and/or problems our Clients may have, whatever they may be, is limited and billable if excess support is needed, but you will be notified in advance if the support will be billed. How much free support Clients get is dependant primarily on the service package purchased, and secondarily on our schedule and amount of free time. We do provide various forms of support to our Clients and even to visitors through our "Learn HTML", "Client FAQ's", and "General Help" sections, as well as through our upcoming message board system and each of these systems will have more material added as frequently as possible.
If you, as a client, do have any questions about any of our services, or anything related to our services, feel free to contact us either through our "helpdesk", "Client FAQ's" or "General Help" sections, or by email at help@PremierWebsiteSolutions.com. We will do our best to answer any questions you may have, and we will not charge you for the assistance without prior notification. Our various systems and programs generally have some form of help system with them. We do ask that you look for answers on our system or website before requesting our assistance.
It is not possible to specify exactly how much assistance is included with our services due to the fact that there are so many different types of assistance, but as a general guideline, we can say this. Whether you sign up for our regular hosting plan (Virtual Hosting), a Reseller Plan, or get a Dedicated Server, you are expected to know the basics, or know someone who will be helping you. We do provide some assistance, but our business is not teaching. If you need help with web design, this is one of the services we offer. Get details about our web design services here. We do provide a little extra assistance on initial signup to help you get started, and as mentioned before, you will never be billed for customer support without first being notified and given the option to continue or cancel your support request.